Customer Operations Lead - Automation & AI

TigerConnect; Ciudad de México; Hybrid; MXN 900,000 - 1,200,000; Full time

Benefits offered by this job

Private medical insurance

Dental insurance

Vision insurance

Life insurance

Wellness reimbursement

Wellness days

Savings fund

Teleworking allowance

Grocery vouchers

Travel insurance

Flexible Time Off

Job summary

TigerConnect seeks a Senior Customer Operations Manager to own automation and data-driven processes for scalable customer success. You will lead Gainsight-driven playbooks, health scores, and journeys while collaborating with Product, Marketing, Sales, and Revenue Ops to optimize outcomes.

You’ll design dashboards, establish KPIs, and guide escalation for CS systems, ensuring a high level of operational efficiency across the customer lifecycle.

Qualifications

• 8+ years of experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with an 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 skills across CS, Product, Marketing, Sales, and Revenue Operations.
• Enthusiasm for AI and its potential to drive meaningful impact.
• Proven ability to operate with minimal oversight and coordinate others when needed.
• Strong interpersonal and networking skills to collaborate with stakeholders beyond CS.
• Experience at a fast-paced SaaS startup is a plus.

Responsibilities

• Lead automation initiatives within Gainsight, developing playbooks, programs, and health plans.
• Track customer success metrics with dashboards for leadership insights.
• Design scalable CS processes and troubleshoot key CS systems (Gainsight CS, Community, Staircase, Kantata).
• Act as senior escalation point for CS systems and guide root-cause analysis.
• Define and monitor KPIs across the customer lifecycle in alignment with company goals.
• Utilize Voice-of-the-Customer programs (NPS/CSAT) to drive operational improvements.
• Develop and maintain a scalable knowledge base (SOPs, tutorials, FAQs).
• Lead Journey Orchestrator programs and collaborate with Digital Experience.

Skills

Gainsight

Salesforce

Excel

Data analytics

AI in CS

Cross-functional collaboration

Problem-solving

Self-starter

Education

Advanced degree in related field

Tools

Gainsight

Salesforce

Job description

TigerConnect seeks a Senior Customer Operations Manager to own automation and data-driven processes for scalable customer success. You will lead Gainsight-driven playbooks, health scores, and journeys while collaborating with Product, Marketing, Sales, and Revenue Ops to optimize outcomes.

You’ll design dashboards, establish KPIs, and guide escalation for CS systems, ensuring a high level of operational efficiency across the customer lifecycle.