Senior CS Ops Leader, AI-Driven Customer Success

Bazaarvoice; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Bazaarvoice is seeking a Senior Manager, Customer Success Operations in New York to lead a small, high-impact team including a CS Analyst and a Gainsight Administrator. You will set the direction for how CS measures performance, uses data, and runs day-to-day operations, delivering trusted metrics and scalable workflows.

You will partner with CS leadership, Sales, Finance, and Revenue Operations to optimize renewals and retention, design AI-assisted workflows, and govern the CS tech stack

Qualifications

• 5+ years in Customer Success, with at least 2 years in CS Operations.
• 2+ years in mentoring or leading others (analysts, admins, or CSMs).
• Strong knowledge of Gainsight and hands-on Salesforce experience; experience with Gong and Staircase AI preferred.
• Strong analytical skills: measure and benchmark CS metrics and translate data to decisions.
• Experience with SaaS or subscription models, ideally enterprise.
• Ability to prioritize requests and communicate clearly across Sales, Support, Product, Finance, and RevOps.

Responsibilities

• Lead, coach, and develop the CS Operations team, setting goals and priorities to drive retention and growth.
• Own the CS metrics framework (RR, NRR, churn, health, adoption, time-to-value, risk forecasting).
• Govern CS tech stack (Gainsight, Staircase AI, Salesforce, Gong) with day-to-day admin.
• Turn signals (Gong, Staircase AI, usage, support activity) into risk/opportunity alerts for CSMs.
• Design and implement agentic/AI-assisted workflows across the lifecycle with guardrails.
• Support renewal and forecasting rigor; coordinate with CS and Sales on inputs and segmentation.
• Establish repeatable processes, playbooks, and enablement for CS motions as the business scales.
• Champion voice of the customer; synthesize feedback into insights for CS, Sales & Product.

Skills

People leadership

Gainsight

Salesforce

CS metrics

AI workflows

Cross-functional

SaaS knowledge

Tools

Gainsight

Salesforce

Gong

Staircase AI

Job description

Bazaarvoice is seeking a Senior Manager, Customer Success Operations in New York to lead a small, high-impact team including a CS Analyst and a Gainsight Administrator. You will set the direction for how CS measures performance, uses data, and runs day-to-day operations, delivering trusted metrics and scalable workflows.

You will partner with CS leadership, Sales, Finance, and Revenue Operations to optimize renewals and retention, design AI-assisted workflows, and govern the CS tech stack