Sr Manager, Customer Success Operations
Sr Manager, Customer Success Operations
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$ 140000 - 170000
1 Vacancy
Job Description
Summary
We are looking for a visionary and execution-focused Sr Manager Customer Success Operations to lead the operational strategy and infrastructure behind our scaled customer success model. This role is critical in enabling our Customer Success Managers (CSMs) to take on more strategic initiatives by building efficient automated programs that reduce manual workload and drive measurable improvements in customer outcomes.
You will own the systems processes and data that power our digital-first customer success approachleveraging Gainsight our Customer Portal/Community and other tools to deliver proactive personalized experiences at scale. This role also manages the Principal Customer Success Communications and Content Manager ensuring strategic alignment across content communications and journey orchestration. You will be responsible for building durable scalable program infrastructure such as our contact strategy and customer portal/community experience.
Whatyou will do
- Design and implement scalable customer success programs that reduce churn increase retention and improve product adoption
- Build infrastructure that enables automation of customer touchpoints freeing up CSMs to focus on high-impact work
- Continuously iterate on programs based on performance data to drive better outcomes (e.g. NPS ARR retention cancellation reduction)
- Own Gainsight configuration including playbooks CTAs health scores and journey orchestration
- Integrate product utilization data to trigger automated and human-led interventions
- Ensure the tech stack supports long-term scalability without increasing CSM headcount
- Partner with Sales Marketing Product and Support to align customer success operations with broader company goals
- Collaborate with the Communications and Content Manager to ensure messaging and automation are synchronized across the customer journey
- Build and maintain dashboards that track key metrics such as Net Revenue Retention (NRR) Customer Lifetime Value (CLV) and Cost-to-Retain/Expand Customers
- Use data to identify friction points and opportunities for automation or process improvement
- Manage and mentor the Customer Success Communications and Content Manager
- Foster a culture of innovation accountability and continuous improvement within the operations function
- Implement own and enable scalable automated programs that reduce manual CSM workload and improve efficiency
- Implement measurable improvements in customer retention NPS and recurring revenue
- A well-integrated tech stack that supports long-term growth without increasing headcount
- A high-performing operations function that enables the broader Customer Success team to thrive
- Collaborate with cross-functional teams to integrate content and communications into Gainsight-powered workflows and digital programs
- Build durable systems and frameworks that ensure long-term scalability of content and communication programs
- Lead the development and governance of the customer portal and community experience ensuring it supports scalable success delivery
- Own and evolve the customer contact strategy to ensure consistent value-driven engagement across lifecycle stages and segments
- Ensure strategic alignment across content communications and customer journey orchestration by managing the Principal Customer Success Communications and Content Manager
Travel/Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required
Must have:
- 10 years of experience in Customer Success Operations or related roles in a SaaS or tech-enabled services environment 3 years of leadership experience
- Proven experience building and scaling digital customer success programs
- Bachelors degree or global equivalent
- Deep expertise in Gainsight or similar CS platforms including configuration and administration
- Strong analytical skills with the ability to translate data into actionable insights
- Experience leading cross-functional projects and collaborating across departments
- Excellent organizational and project management skills
- Comfortable working in a fast-paced evolving environment with a growth mindset
- Masters degree or global equivalent
- Experience using a CRM and/or Customer Success platform
Theposted range for this position is $140000 - $170000which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience current skills location/labor market internal equity position is eligible for a bonus target not reflected in the range.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package!Medical Dental and Vision Coverage 401K Plan with Company Match Paid Time Off (PTO) Paid ParentalLeave Short Term Disability Work Life Assistance Program Health Savings and Flexible Spending Accounts Sick Leave (if applicable) Income Protection Education Benefits Worldwide Scholarship Program Volunteer Opportunities and more.
About Henry Schein One
Henry Schein Oneis the global leader in dental management analytics communication and marketing software. Our companys products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive diverse and inclusive workforce inclusive environments professional development opportunities and competitive compensation packages. We value innovation teamwork and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products services and most importantly our 2022 HS1 was awarded one of the top places to work for in Utah. To learn more click here: 2022 Best Companies To Work For Henry Schein One
Henry Schein Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race color religion creed national origin ancestry disability that can be reasonably accommodated without undue hardship sex sexual orientation gender identity age citizenship marital or veteran status or any other legally protected status.
Unfortunately Henry Schein One is not currently hiring individuals residing in Alaska Delaware Hawaii Iowa Louisiana Maryland Nebraska North DakotaRhode IslandSouth DakotaVermont West Virginia Washington DC orPuerto Rico and other US Territories.
Required Experience:
Manager
Employment Type
Full-Time
