Solution Engineer
Tanium
Cloud
Customer Success Operations Manager
Forethought
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- 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
Requirements
- Someone with a can do attitude who takes the initiative
- Analytical mindset with ability to turn data into actionable insights
- Experience with SaaS / subscription business models
- 5+ years of experience in Customer Success, RevOps, or related operations role
- Exposure to renewal forecasting and customer revenue operations
- Hands-on Gainsight administration (health scoring, rules engine, journeys, CTAs, dashboards)
- Strong Salesforce skills (reports, dashboards, workflows, object customization)
- Zendesk preferred
- Proven track record of designing scalable processes for customer-facing teams
- Excellent communication and stakeholder management skills
