Director of Customer Success Operations

Gainsight - San Francisco, CA (30+ days ago)3.8


Gainsight™ is a venture-backed, fast growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customers relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe and Workday. The company has been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest growing private companies in America by Inc. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. The company has offices in California, Phoenix, St. Louis, London and India.

Job Description
The Director of Customer Success Operations will lead a team responsible for enabling our Client Outcomes (CSM) team in achieving their purpose - “to serve as a role model for the industry, by driving strong outcomes + experiences for our clients, and translating those outcomes + experiences into insights and growth for Gainsight”. The CS Operations team will also enable collaboration across functions to deliver massive value & growth for our customers. The Director of CS Operations will lead strategy and execution for the Customer Success Operations team, and partner with functional leaders to drive bottom-line metrics and impact multiple areas of Gainsight’s business.

The Gainsight team works with some of the fastest growing, most dynamic and disruptive companies in the world. If you’re passionate about enabling our company to deliver outcomes to our clients at scale by building and leading stellar Business Operations teams, this is a great fit for you.

What You'll Do

Collaborate with our Client Outcomes (CSM) team to develop and execute the strategy for the upcoming quarters
Develop the best instance of Gainsight internally for the CO team
Rollout scalable processes for ongoing efficiency and effectiveness improvements
Manage change with CSMs as you roll out new processes to ensure they stick
Run 1:Many automated campaigns for our customers
Lead the charge on developing content for Elements - Gainsight’s prescriptive best practices
Enable the Client Outcomes team to better pitch and rollout Elements at our customers
Provide feedback to the Product/Engineering teams for ongoing improvement
Maintain the continuous improvement process for upgrading the Elements definition based on internal and customer feedback
Partner with the VP of Client Outcomes on budget planning and metrics forecasting processes
Partner with the Chief Customer Officer and functional VPs on quarterly board presentations
Identify levers to improve and drive initiatives impacting key metrics for our company and our customer success organization, for example:
Teammate NPS
Financial metrics: gross renewal rate, new sales, cash
Operational metrics: product usage, time to value, NPS, cost / ARR
Foster a company-wide culture of Customer Success
Be the best user of Gainsight in the world and inspire our functional leaders across Sales, Marketing, Product, and Engineering to adopt Gainsight to the fullest
Ensure the Gainsight platform is our company’s single source of truth for customer health
Lead a world-class team: recruit, mentor, groom and inspire the team
Create a positive, productive environment for teammates to thrive in
Create culture of massive customer delight
Clearly articulate the organization’s mission and goals, motivating team to over-achieve on those goals and be enthusiastically accepted as a leader
Provide mentoring & feedback to support your team’s growth and ability to shine
Build a pipeline of great candidates; establish a rigorous interview process
Required skills
What We're Looking For

BA or BS degree or equivalent experience is required; an MBA preferred
3-5 years of experience in consulting & strategy, or Customer Success Operations in a SaaS company, or a similar background
1-3 years of experience managing teams in a dynamic, entrepreneurial environment, preferably enterprise software companies
Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models
Ability to develop strong relationships with C-level executives; Strong leadership skills and a drive to make a large impact on our company, our customers, and their customers
Passionate and creative leader with a proven track record in leading and motivating teams
Ability to drive change management; guide the team with confidence and empathy through a fast-paced, changing environment
Passion for data, analytics, and process: dive into data to understand metrics and continuously refine & improve our company strategy and performance
Excellent communication skills and ability to lead effective meetings with multiple stakeholders; exceptional cross-organization collaboration and leadership skills
Demonstrable passion for Gainsight’s values: Success for All, Golden Rule, Child-like Joy, Shoshin, and Stay Thirsty, My Friends