Manager, Customer Success Operations

About the Role

Impact you will make

FinThrive is seeking a Manager, Customer Success Operations to support the Customer Success organization's internal operations and growth. This role is integral to our CS strategy, working directly with management to drive process improvements and operational efficiency. We need someone organized, process-oriented, data-driven, eager to learn, and quick to execute. You will leverage customer and product usage data to deliver strategic insights across the CS team.

You will collaborate closely with the Customer Experience Ops, Commercial Ops, Data Governance, and Product teams to gather requirements and leverage Gainsight to enhance customer success productivity.

What you will do

Reporting & Analysis:

• Expand business intelligence, Gainsight CS and PX, and Salesforce reporting to gather deeper insights on customer health, risk tracking, and renewal probability.
• Distill actionable insights from large datasets by analyzing data and understanding the business context.
• Partner with CS Leadership to collect and measure key performance metrics and assist with internal MBR/QBR reporting.
• Maintain and analyze key reports of Customer Success team performance.
• Oversee ad hoc data and reporting requests related to customer success.

Process Solution & Design:

• Work cross-functionally with CS leadership, Commercial Enablement, Product, and other internal teams to standardize and streamline processes across the customer lifecycle (onboarding, renewal, expansion, risk, etc.).
• Identify opportunities for process automation and optimization via Gainsight, focusing on scalability.
• Collaborate with Customer Success leadership on internal Gainsight training and best practices, and curate content and playbook development for efficient and consistent customer outcomes.
• Design workflows and processes supporting scalability and manage the rollout process.
• Analyze customer data and trigger actions to enhance the effectiveness and efficiency of the Customer Success team.

Systems Management:

• Serve as subject matter expert to answer questions, troubleshoot issues, provide data, and resolve problems.
• Support the administration and data hygiene of Salesforce, Gainsight, and other internal tools related to the Customer Success team's usage.
• Proactively and continuously improve existing automations, processes, and user adoption of new and existing Gainsight features.
• Maintain comprehensive documentation of Gainsight configurations, rules, workflows, and business processes to ensure long-term scalability.
• Monitor and ensure system performance and data integrity.
• Train colleagues to use workflows correctly to ensure productive system usage.
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technology.

Digital Operations:

• Manage certain customer-facing and internal email programs using Gainsight Journey Orchestrator, including templates, contact lists, and program automation.
• Manage the NPS survey series that runs three times per year through Gainsight Surveys.

What you will bring

• 5+ years of hands-on development experience with Gainsight NXT
• Gainsight CS Admin Certification (Level 2 or Level 3 preferred)
• Demonstrated success in an operational role, ideally with a focus on Customer/Client Success within the SaaS industry
• Experience independently managing a Gainsight platform, optimizing workflows, and building new ones
• Basic SQL skills to analyze data from Gainsight and other internal systems to identify customer trends, risk indicators, and utilization patterns
• Strong knowledge of Excel; proficient in formulas, pivot tables, x/vlookups
• Understanding of data structures, data modeling, and database management
• Knowledge of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
• Proven project management, business analysis, and problem-solving skills
• Independent problem solver capable of making well-thought-out decisions on complex or ambiguous data issues
• Self-starter who takes initiative, demonstrating leadership of projects and a focus on timeliness
• Excellent written and verbal communication skills, including the ability to explain multi-step processes and functional technologies, and deliver user training
• Detail-oriented with a commitment to accuracy
• Strong organizational skills and ability to manage multiple projects simultaneously
• Ability to build relationships and be persuasive and persistent at all levels of the organization
• Experience with Salesforce and understanding of the data structure

What we would like to see

• Experience with Gainsight PX, Gong, and/or WalkMe
• 1+ years of management experience
• Bachelor's degree in business and data analytics or equivalent experience
• PMP certification