Customer Success Manager

• Own end-to-end administration of the Customer Success (CS) platform (currently Gainsight), designing scalable processes and managing complex configurations
• Serve as a Gainsight platform owner, architecting plays, customer health, outreach, and measurement
• Leverage the CSM platform to automate ongoing customer outreach, drive product adoption, and drive renewals for assigned customers
• Build automated renewal collection processes for smaller transactional customers
• Design and implement advanced workflows using Rules Engine, Horizon Journeys, Success Plans, Scorecards, and Playbooks
• Leverage integrations with Litmos, Salesforce, Mindtickle, and other internal systems; provide input on data models via Data Designer
• Build and maintain dashboards, reports, and health score frameworks to provide visibility into customer success metrics
• Partner with Customer Success, SalesOps, Product, and IT to gather requirements and deploy scalable solutions
• Proactively identify opportunities to improve platform usability, efficiency, and data integrity
• Maintain platform best practices and compliance with enterprise standards for documentation, change management, and security
• Provide internal training, onboarding, and support for Gainsight users at all levels
• Stay current with product releases and roadmap to assess impacts and enhancements

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