Sr. Customer Success Operations Manager

About the Role:
Matterport is seeking a dynamic Sr. Customer Success Operations Manager to drive operational excellence within our Customer Success (CS) team. You will lead CS processes, manage critical metrics, and ensure the seamless delivery of customer outcomes. In addition to your operational duties, you will also take on Gainsight administration responsibilities, ensuring optimal tool usage and data accuracy.
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What you will do - Customer Success Operations:

• Lead efforts to streamline and enhance CS processes to improve efficiency and scalability.
• Track, analyze, and report on key customer success metrics (NRR, churn, retention) to inform strategic decisions.
• Work closely with leadership to set strategic CS goals, implement plans, and align cross-functional efforts.
• Develop systems to monitor customer health scores, identify risks, and drive proactive retention strategies.
• Partner with Sales, Product, and Finance teams to ensure smooth customer transitions and internal alignment on key customer initiatives.
• Lead efforts in gathering and analyzing customer feedback to identify trends and drive continuous improvement.
• Automation and playbook setup, automating tech-touch.
• Monitoring internal team processes.
• Revenue forecasting.
• Monitoring customer metrics and activity.
• Project management and account management.
• Expert reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
• Experience communicating and reporting operational data to cross-functional internal stakeholders.

What you will do - Gainsight Administration:

• Gainsight Configuration: Handle the basic administration of Gainsight, including the configuration of workflows, dashboards, customer health scoring, and alerts.
• Data Integrity: Ensure the accuracy and consistency of data within Gainsight, working with data teams to address any discrepancies.
• Gainsight Support: Provide ongoing support and training to the CS team to ensure full adoption of Gainsight’s functionalities.
• Reporting & Automation: Build and maintain Gainsight reports, automating processes to streamline CS workflows.

Who You Are:

• 5+ years in Customer Success Operations or similar roles, with experience in Gainsight administration.
• BA/BS or equivalent required
• Proven aptitude for managing complexity in workload with multiple stakeholder priorities
• Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with exceptional attention to detail
• History of being a team player, contributor, and positive person and thinker
• Experience working with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
• Excellent communication, interpersonal skills, and eloquent writing skills
• Incredible analytical, and critical-thinking skills
• Self-motivated team player with fresh ideas
• Proven ability to get things done and thrive in the dynamic environment

We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.
The US on target salary for this full-time position is $115,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & Benefits

• Comprehensive health plans – 100% of premiums covered for employees. (88 % of family premiums)
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k,  Company ownership in the form of RSU’s & ESPP Program
• For more detail visit www.matterport.com/careers 
• Medical and retirement benefits vary by Country 

Belief in Diversity
At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified app