Customer Ops Manager - AI-Powered CS Automation

TigerConnect; Ciudad de México; On-site; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Private medical insurance

Dental insurance

Vision insurance

Life insurance

Wellness reimbursement

Savings fund

Monthly teleworking allowance

Grocery vouchers

Travel insurance

Flexible Time Off

Job summary

TigerConnect seeks a Customer Operations Manager to optimize customer success systems, design health scores, and create scalable journeys that drive retention and growth. You will partner with Product, Marketing, Sales, and Revenue Operations to deliver data-driven insights and efficient playbooks.

Based in Mexico City, you will collaborate with US teams and lead enhancements across Gainsight CS, Community, Staircase, and Kantata.

Qualifications

• 8+ years of related experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with an advanced degree in a related field)
• Advanced, in-depth expertise with Gainsight; strong working knowledge of Salesforce
• Advanced proficiency in Excel and data analytics techniques to uncover insights and inform strategic decision-making
• Strong analytical thinking and problem-solving skills, with in-depth professional knowledge to resolve complex problems and understand the interrelationships across CS, Product, Marketing, Sales, and Revenue Operations disciplines
• Enthusiasm for AI and its potential to drive meaningful impact
• Proven ability to determine methods and procedures on new assignments and pursue the courses of action necessary to achieve desired outcomes with minimal oversight, exercising sound judgment in selecting methods, techniques, and evaluation criteria, and may coordinate the work of other team members as needed
• Strong interpersonal and networking skills to collaborate effectively with key stakeholders outside your own area of expertise, both internally and externally
• Self-starter who can direct initiatives independently while also thriving in a team environment
• Experience at a fast-paced SaaS startup is a plus

Responsibilities

• Lead the creation, development, and initiation of automation within Gainsight, developing playbooks, programs, and success plans that translate CSM best practices into scalable workflows
• Drive the tracking of customer success metrics across the customer lifecycle, developing reporting & dashboards that provide leadership the insights needed to maximize the retention and growth of our customers
• Design and implement scalable processes and best practices for maintaining and troubleshooting key CS systems, including Gainsight CS, Community, Staircase, and Kantata, to optimize operational efficiency and resolve complex issues that span multiple interrelated disciplines
• Serve as the senior escalation point and subject-matter authority for CS systems, guiding root-cause resolution and shaping how issues are triaged going forward
• Define and monitor KPIs for customer operations across the end-to-end customer lifecycle, ensuring alignment with overarching company goals and directing improvements that reduce manual effort organization-wide
• Utilize data analytics techniques, including Voice-of-the-Customer programs such as NPS and CSAT, to uncover insights and opportunities for operational enhancement, driving strategic decision-making from design through executive reporting and action planning
• Drive the CS knowledge base strategy (SOPs, tutorials, and FAQs) as part of scalable processes and best practices that optimize operational efficiency and documentation quality org-wide
• Lead the design and implementation of scalable one-to-many customer programs via Journey Orchestrator in partnership with Digital Experience, fostering innovation and adaptability across initiatives
• Lead cross-functional collaboration with Revenue Enablement and other teams to shape training strategy for CS systems, processes, and tools, ensuring seamless customer service delivery and attainment of business objectives

Skills

Gainsight

Salesforce

Excel analytics

CS operations

AI enthusiasm

Cross-functional collaboration

Problem solving

Self-starter

Tools

Gainsight CS

KPI dashboards

SQL

Job description

TigerConnect seeks a Customer Operations Manager to optimize customer success systems, design health scores, and create scalable journeys that drive retention and growth. You will partner with Product, Marketing, Sales, and Revenue Operations to deliver data-driven insights and efficient playbooks.

Based in Mexico City, you will collaborate with US teams and lead enhancements across Gainsight CS, Community, Staircase, and Kantata.