Own the implementation, configuration, and continuous optimization of Planhat
Lead the end-to-end deployment and adoption of Gong Engage
Serve as the internal subject matter expert across the CS tech stack
Develop and deploy AI-driven workflows across the CS lifecycle
Partner with Sales Ops and RevOps to build LLM-powered tools
Build and maintain a unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs
Design and deliver reporting dashboards for CS leadership
Define and document CS playbooks, onboarding workflows
Lead, mentor, and grow a CS Ops team

Requirements

7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a B2B SaaS environment
Demonstrated hands-on experience implementing Planhat
Deep expertise with Gong Engage and Gong Forecasting
Strong AI proficiency
Proven ability to translate ambiguous business challenges into structured operational systems
Experience managing and developing junior ops talent
Exceptional analytical skills with fluency in Salesforce, BI tools (e.g., Looker, Tableau), and Excel/Google Sheets

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

implementationconfigurationoptimizationAI-driven workflowsreporting dashboardsCS playbooksonboarding workflowsSalesforceBI toolsExcel

Soft Skills

leadershipmentoringanalytical skillsproblem-solvingcommunication