Forethought

Customer Success Manager

• Define, implement, and refine workflows that support Customer Success, Support, and Onboarding teams
• Standardize playbooks, renewal processes, health scoring models, and customer journey maps
• Act as the primary administrator and owner of Gainsight and Salesforce for the CS org
• Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling
• Drive automation to reduce manual work and improve efficiency
• Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion)
• Track KPIs and provide insights that drive customer outcomes and operational efficiency
• Conduct root cause analysis on churn or support bottlenecks, and propose solutions
• Partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs
• Support Customer Success Managers with tools and reporting to manage their portfolios effectively
• Rollout and train teams on new processes and best practices
• Report directly to the VP of Customer Experience and act as a strategic partner to CS leadership

Customer Success Operations Manager