About the job
Overview
The mission of the Operations Manager is to assist the Global Customer Success team in scaling effectively. You will be a key partner in establishing customer success objectives, strategies, tactics, and reporting for the global team. Specifically, you will support and enable the team in achieving operational targets related to expansion, revenue retention, referenceability, and ARR through detailed reporting. The Operations Manager is also responsible for driving the strategic vision, implementation, and continuous improvement of the Gainsight platform to enhance customer success outcomes. This role involves collaborating with cross-functional teams to gather and prioritize requirements, ensuring that Gainsight aligns with the organization's broader customer success objectives. The Operations Manager Int will leverage data and analytics to monitor platform performance, identify areas for optimization, and implement enhancements that drive key metrics such as customer health, retention, and expansion.
Scope




- Ensure Gainsight ongoing enhancements align with the organization's strategic goals for customer success. This includes defining the product vision, setting transparent objectives, and developing a roadmap that supports long-term business strategies.
- Collaborate with various departments such as Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure that Gainsight meets the needs of all stakeholders. Facilitate communication and coordination across teams to drive seamless integration and adoption of the platform.
- Leverage data and analytics to develop, track, and measure results for CSM related initiatives and metrics such as customer health, attrition risk, expansion opportunities, referenceability, and more.
- Support the rollout of processes, programs, and tools to improve the CSM team's effectiveness. Identify bottle necks and document potential improvements in current CSM opera

📌 Customer Success Operations Manager (Bengaluru)
🏢 Blue Yonder
📍 Bengaluru