Job Overview: This is a strategic leadership role focused on shaping the future of customer success operations. The ideal candidate will lead the development of tools, processes, and insights that enable teams to deliver consistent, high-impact customer experiences. Responsibilities: - Strategy & Process Design - Develop and execute a comprehensive roadmap for customer success operations - Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks with clear tracking of outcomes - Support the implementation of scalable CS practices across diverse product lines and customer segments - Systems & Tools - Lead the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau) - Design and implement integrated workflows that support white-glove, scaled, and digital CS motions - Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences - Metrics & Insights - Define and track KPIs to measure CS performance and customer health - Build dashboards and reports for stakeholders ranging from executives to front-line teams - Track leading indicators of positive outcomes and perform analysis to identify trends that enable action - Collaboration & Enablement - Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs - Champion CS best practices across the organization and support change management initiatives - Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation