As the Revenue Operations Manager specializing in Customer Success Operations, you will report to the Director of Revenue Operations and work closely with Customer Success leadership and various operational teams. Your primary focus will be on enhancing customer outcomes through effective operational processes and systems, particularly leveraging Gainsight to drive customer satisfaction and retention.

This is a hybrid role, working a minimum of three days per week from our office in Waltham, MA.

What You’ll Do:

• Partner with business stakeholders to develop and maintain the Customer Success strategy roadmap, emphasizing optimized processes that lead to improved customer experiences and outcomes.
• Collaborate with the Business Technologies team to define and implement Gainsight requirements, ensuring the system effectively supports customer success operations and initiatives. You will actively participate in Gainsight optimization projects and manage related workflows.
• Utilize data analysis to identify trends, bottlenecks, and performance gaps in customer success operations. Translate these insights into actionable recommendations for process improvements that enhance customer satisfaction and retention.
• Own the customer success intake and prioritization process, integrating feedback from stakeholders to ensure alignment with overall business goals. Manage the intake of requests and present findings in sprint grooming and planning sessions.
• Work closely with Customer Success, Enablement, Product Marketing, and other teams to execute programs focused on customer onboarding, adoption, and support. Ensure alignment on initiatives that drive customer engagement and success.

What You Bring:

• 3+ years of experience in Customer Success Operations or related roles within a SaaS company.
• BA/BS degree in a finance or business-oriented field or equivalent practical experience.
• Proven experience with Gainsight or similar customer success platforms, demonstrating the ability to drive customer engagement and satisfaction.
• Strong analytical skills to identify trends and translate data into actionable insights for process improvements.
• Excellent communication and organizational skills, with a proactive approach to project management.
• Ability to work collaboratively across teams and manage multiple priorities effectively.

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