Senior Strategy and Operations Manager
Pinterest
SQLTableau
Customer Success Manager – Small-Medium Business
One Identity
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- 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
Requirements
- Gainsight Level 3 Certification or similar (provide certification if applicable)
- 3-5+ years of hands-on Gainsight administration experience or similar Customer Success tools
- Strong technical knowledge of Gainsight modules: Rules Engine, Journey Orchestrator, Timeline, Scorecards, Success Plans, PX (optional), and integrations
- Knowledge of other Customer Success Management tools such as ClientSuccess, Totango, Custify, and ChurnZero
- Proficient in Salesforce data structures and relational data models
- Ability to establish integrations between Salesforce, CSM platform, FinancialForce, and finance systems
- Demonstrated ability to translate business needs into platform solutions
- Strong analytical, problem-solving, and project management skills
- Excellent communication and collaboration abilities across technical and non-technical stakeholders
- Familiarity with tools like Looker, Tableau, or Snowflake (preferred)
- Experience supporting a global Customer Success organization (preferred)
