Customer Success Operations Lead

Marcura; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading customer success firm in Greater London seeks a Customer Success Operations role within the leadership team. The role emphasizes optimizing workflows and using Gainsight to enhance customer experiences. The ideal candidate has over 5 years in customer success, strong analytical and project management skills, and experience with AI-based solutions. This position will have a significant impact on the efficiency and effectiveness of customer success strategies.

Benefits

Mentorship from experienced leaders

Exposure to product lifecycle

Qualifications

• 5+ years in Customer Success or equivalent field.
• 2+ years in Customer Success Operations.
• Familiarity with MEDDIC is an advantage.
• Experience implementing AI-based solutions in customer success.

Responsibilities

• Act as an advisor to increase efficiencies in Customer Success.
• Implement technical changes and manage resources within Gainsight.
• Collaborate with internal teams for alignment of data and tech.
• Provide training to Customer Success Managers and drive Gainsight adoption.

Skills

Expert technical Gainsight CS skills

Strong analytical skills

Project management skills

Strong communication capabilities

Experience with Salesforce

Experience with BI tools

Experience in Customer Success

Education

Gainsight University

Tools

Gainsight

Salesforce

Power BI

Intercom

Job description

Purpose of the role

Part of the customer success leadership team, supporting the heads of Customer Success to meet efficiency and service-level targets on key processes including customer health, renewals, churn risk, onboarding and customer feedback surveys.

Process-focused, and tech-savvy role, responsible for enabling our Customer Success team work smarter, scale faster, and deliver exceptional customer experiences.

Owner of the Gainsight platform and Customer Success tech stack, champion AI-driven solutions, optimize workflows, and provide insights that drive retention, adoption, and growth.

The operational engine behind the customer success team—equipping them with the tools, data, AI capabilities, and processes they need to make customers successful at scale

• Qualification and Education: Gainsight University, Familiarity with MEDDIC an advantage
• 5+ years in Customer Success, or equivalent field, with 2+ years in Customer Success Operations
• Expert technical Gainsight CS skills (admin configuration, automation)
• Experience with Salesforce, BI tools (Power BI or equivalent), and customer communication tools.
• Experience implementing or managing AI-based solutions in a customer success context.
• Strong analytical and project management skills
• Familiarity with Intercom or equivalent (e.g. Gainsight PX)
• Strong communication and change management capabilities

Job Responsibilities

• Act as advisory to heads of Customer Success to increase efficiencies, proactively recommend best practices, and identify opportunities for improvement across different Customer Success teams
• Implement technical changes and updates within Gainsight, manage Customer Success operations resources and guide other Gainsight admins
• Collaborate with internal teams and colleagues including Salesforce, Data and Product to ensure alignment of data flows and technology. Represent Customer Success in company-wide process, technology and data initiatives.
• Provide regular training to Customer Success Managers, maintain a feedback loop for improvement and drive Gainsight adoption
• Ensure data integrity throughout the Customer Success tech stack
• Maintain a relationship with Gainsight and any other relevant vendors, participate in networks and keep up to date with Customer Success industry trends
• May be assigned as Customer Success Manager for some customers

Key Success Factors / impact

• Delivery of Gainsight technical requests (time and quality)
• Number of customers per CSM (improved ratio)
• Feedback from Customer Success Managers on tech stack
• Gainsight adoption trends

What You’ll Gain

• Exposure to strategic, monetization, and commercial product development.
• Mentorship from experienced product and growth leaders.
• The opportunity to see the full product lifecycle, from discovery to revenue impact.
• The chance to make a measurable impact on business and customer KPIs.