Customer Operations Lead - AI-Driven CS & Gainsight

TigerConnect; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Private medical insurance

Dental insurance

Vision insurance

Life insurance

Wellness reimbursement

Monthly teleworking allowance

Grocery vouchers

Travel insurance

Flexible time off

Hybrid office in Mexico City

Job summary

TigerConnect seeks a seasoned Customer Operations Manager to optimize our customer success systems and programs. You will build automated workflows in Gainsight, define health scores, and create scalable playbooks to proactively identify risk and opportunities.

You will collaborate with Product, Marketing, Sales, and Revenue Operations to drive efficiency and measurable outcomes. You’ll also lead AI-assisted analytics, develop KPI dashboards, and mentor CS teams on best practices, ensuring

Qualifications

• 8+ years of experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with advanced degree)
• Advanced, in-depth expertise with Gainsight; strong working knowledge of Salesforce
• Advanced proficiency in Excel and data analytics techniques
• Strong analytical thinking and problem-solving across CS, Product, Marketing, Sales, and Revenue Operations
• Enthusiasm for AI and its potential to drive impact

Responsibilities

• Lead automation within Gainsight, developing playbooks, programs, and journeys for scalable workflows
• Track customer success metrics across lifecycle; develop reporting/dashboard for leadership insights
• Design scalable CS processes and troubleshoot key CS systems for operational efficiency
• Serve as senior escalation point for CS systems and guide root-cause resolution
• Define and monitor KPIs for customer operations across end-to-end lifecycle
• Lead AI-enabled documentation practices and foster knowledge base improvements
• Lead cross-functional collaboration to shape CS training strategies and tools

Skills

Gainsight expertise

Salesforce

Excel

Data analytics

AI enthusiasm

Analytical thinking

Interpersonal skills

Self-starter

Tools

Gainsight CS

Kantata

Journey Orchestrator

Staircase

Job description

TigerConnect seeks a seasoned Customer Operations Manager to optimize our customer success systems and programs. You will build automated workflows in Gainsight, define health scores, and create scalable playbooks to proactively identify risk and opportunities.

You will collaborate with Product, Marketing, Sales, and Revenue Operations to drive efficiency and measurable outcomes. You’ll also lead AI-assisted analytics, develop KPI dashboards, and mentor CS teams on best practices, ensuring