Senior CS Ops Leader: Growth, Data & AI-Driven Success

Bazaarvoice

Austin (TX)

Vor Ort

USD 153.000 - 182.000

Vollzeit

Vor 7 Tagen

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Zusammenfassung

Bazaarvoice is seeking a Senior Manager, Customer Success Operations in Austin to lead a small CS Ops team, owning metrics, data governance, and the CS tech stack. You will turn customer signals into actionable programs for CSMs and leaders, ensuring trusted metrics and scalable workflows across the customer lifecycle.

You will drive adoption of AI-assisted processes, partner with Sales, Finance, and Revenue Ops, and help shape how CS delivers retention and expansion while improving customer

Qualifikationen

5+ years in Customer Success, CS Ops, or similar post-sale role
2+ years in a leadership/mentoring role
Strong working knowledge of Gainsight and Salesforce
Experience with Gong and Staircase AI or similar tools
Proven ability to measure and benchmark CS metrics and translate data into decisions

Aufgaben

Lead and develop the CS Operations team (CS Analyst, Gainsight Administrator)
Own the CS metrics framework (NRR, GRR, churn, health, adoption) and benchmarks
Govern the CS tech stack and data flows (Gainsight, Staircase AI, Salesforce, Gong)
Translate customer signals into risk/opportunity alerts for CSMs
Design and implement agentic/AI-assisted workflows across the customer lifecycle
Support renewal/forecasting rigor with cross-functional input
Create repeatable processes, playbooks, and enablement for CS motions
Champion the voice of the customer for CS, Sales & Product

Kenntnisse

CS Operations

Leadership

Gainsight

Salesforce

Gong

Staircase AI

Analytical skills

SaaS experience

Cross-functional

Tools