Customer Operations Manager - AI-Driven CS Systems

TigerConnect S DE RL DE CV; Ciudad de México; Hybride; MXN 1 400 000 - 2 000 000; Plein temps

Avantages offerts par ce poste

Office in Reforma area

Hybrid work model

Private medical, dental, vision, life

Wellness reimbursement program

Savings fund

Teleworking allowance

Grocery vouchers

Flexible Time Off

Résumé du poste

TigerConnect seeks a Customer Operations Manager to optimize customer success systems and programs in our Mexico City center. You will build health scores, playbooks, and journeys to scale CS and drive data-driven growth while reducing manual effort.

You’ll collaborate with Product, Marketing, Sales, and Revenue Operations to harden processes, troubleshoot, and document enablement. This is a cross-functional role in a fast-paced SaaS environment with regional exposure.

Qualifications

• 8+ years of experience in Customer Success, Support, or Operations.
• Advanced Gainsight expertise; strong Salesforce knowledge.
• Proven analytics, data-driven decision-making, and cross-functional collaboration.

Responsabilités

• Lead automation in Gainsight with playbooks and journeys.
• Track CS metrics and build dashboards for leadership insights.
• Design scalable CS processes using Gainsight CS, Community, Staircase, and Kantata.
• Serve as escalation lead for CS systems and root-cause analyses.
• Define KPIs for customer operations across the lifecycle.
• Leverage NPS/CSAT to uncover operational improvements.

Connaissances

Gainsight

Salesforce

Excel

Data analytics

Cross-functional

AI enthusiasm

Problem-solving

Stakeholder collaboration

Outils

Gainsight CS

Community

Staircase

Kantata

Description du poste

TigerConnect seeks a Customer Operations Manager to optimize customer success systems and programs in our Mexico City center. You will build health scores, playbooks, and journeys to scale CS and drive data-driven growth while reducing manual effort.

You’ll collaborate with Product, Marketing, Sales, and Revenue Operations to harden processes, troubleshoot, and document enablement. This is a cross-functional role in a fast-paced SaaS environment with regional exposure.