Customer Experience Operations Manager (Gainsight Admin)

LeadVenture

84d

About The Position

We are looking for a Customer Experience Operations Manager to join LeadVenture who wants to optimize the customer journey at scale. You will take your expertise in operations, SaaS tech stacks, and data analytics and to enhance the customer experience and retention by overseeing and optimizing the customer journey. You will focus on identifying insights from both qualitative and quantitative customer data and build solutions and programs to drive meaningful change in the way our teams operate and the way customers see value with our solutions.

Requirements

• Technical Skills: Gainsight Admin(required) and strong experience in Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools.
• Customer-centric: Deep understanding of customer needs and passion for enhancing customer experience.
• Data-Driven: Strong analytical skills and the ability to synthesize complex data into meaningful insights.
• Strategic Thinker: Ability to bridge strategy and execution, translating high-level goals into actionable solutions.
• Problem Solver: A proactive approach to identifying and resolving challenges with systematic solutions.
• Collaboration: Comfort working cross-functionally with diverse teams and stakeholders to drive alignment.

Responsibilities

• Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth, including customer health monitoring and risk mitigation playbooks
• Serve as the primary administrator for our CSP (Gainsight CS) and a SME on other key products in tech stack (Gainsight PX, Qualtrics, Salesforce), optimize the systems to align with business needs
• Develop dashboards to monitor KPIs (ie retention, health, churn risk and deliver actionable insights
• Identify inefficiencies in our current processes and tools, recommending and implementing improvements that drive team productivity and customer outcomes.
• Lead initiatives related to digital customer success, account management, risk mitigation, and more
• Partner with teams across Revenue Operations, Finance, Marketing, and Product to optimize customer experience

What This Job Offers

• Number of Employees: 1,001-5,000 employees