Customer Success Operations Manager

We believe in the power of hiring. Because the potential for people to do something outstanding has everything to do with being in the right role, on the right team, at the right time. That’s where Greenhouse comes in – from recruiting to on-boarding, we make software to help every company be great at hiring.

Greenhouse is looking for a Customer Success Operations Manager to join our team!

Greenhouse is looking for a data-driven, resourceful and detail-oriented Customer Success Operations Manager to operationally drive our customer communication in Gainsight’s Journey Orchestrator. The primary focus of this role will be to act as the owner of Gainsight's Journey Orchestrator, working closely with our Customer Marketing and Customer Success teams to ensure the successful ongoing management and analytics of our customer engagement and communication strategies. As a Customer Success Operations Manager, you will be responsible for owning our Scaled CS team's programs and data. You will use a strong analytical skill set to discover opportunities for increased efficiency and improved customer experience while collaborating with managers and directors to ensure initiatives are rolled out consistently.

Who will love this job

• A stellar communicator, you are clear, concise, and you keep your team members updated and excited about the projects you are building.
• An organized planner, you get a thrill out of structure and keeping programs organized, always anticipating (and overcoming) roadblocks.
• A puzzle solver, you look at data and process with a critical eye for improvement and seek out innovative solutions with a bias for action.
• A collaborative partner, you know that working cross-functionally is the best way to get the job done.
• A systems expert, you understand Gainsight and enjoy maximizing its potential to create outstanding results.

What you’ll do

• Partner with the Customer Marketing and Customer Success teams to build one-off messages and campaigns for our customer base.
• Monitor and analyze engagement data to identify areas for improvement and make data-driven decisions.
• Build out the segmentation to target specific customer groups and optimize the customer experience.
• Develop and maintain documentation and training materials for the use of Journey Orchestrator.
• Provide support to all cross-functional partners to ensure the successful use of Journey Orchestrator.
• Continuously evaluate Journey Orchestrator processes to increase efficiency and effectiveness.

You should have

• Gainsight and Journey Orchestrator experience, certification preferred
• Prior Customer Success Operations experience
• Experience working at a high-growth technology or SaaS environment
• Experience with customer communication strategy, particularly to a segmented customer base with a tech-touch group
• Experience aligning cross-functional stakeholders and building close relationships with partners
• Diligent attention to detail, ensuring analysis are sound and recommendations are well thought out

• Your own unique talents! If you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your cover letter
  
  

Applicants must be currently authorized to work in the United States on a full-time basis.

If you are based in California, we encourage you to read this important information for California residents linked here.

The national pay range for this role is $88000 - $140000. Individual compensation will be commensurate with the candidate's experience and local cost of labor.

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Who we are

At Greenhouse, we celebrate having a diverse group of hardworking employees and it hasn’t gone unnoticed. We’ve won numerous awards including Inc. Magazine Best Workplace (2018-2022), Glassdoor #1 Best Place to Work, Forbes Cloud 100, Deloitte Technology Fast 500, Inc. 5000, Crain’s Best Places to Work NYC, Fortune’s Great Place to Work (2019 - 2022),  and Mogul’s Top 100 Workplaces for Diverse Representation (2022). We pride ourselves on fostering a collaborative culture throughout every step of a Greenhouse employee's journey. From day one of our interview process to executive "Ask Me Anything" sessions, we consistently cultivate an inclusive environment.

For all our employees, we offer a full slate of benefits from competitive salaries, stock options, fully paid option(s) for health coverage (medical, dental and vis