Tech Stack

Description

You will lead the strategic build-out of CS operating infrastructure, managing the end-to-end tech stack and driving operational excellence. You'll own implementations of Planhat, Gong Engage, and Gong Forecasting, and apply AI to reimagine how CS teams operate.

Requirements

• 7+ years experience in Customer Success Operations, Revenue Operations, or GTM Strategy in B2B SaaS
• Hands-on implementation experience with Planhat

Responsibilities

• Own implementation and optimization of Planhat, Gong Engage, and Gong Forecasting
• Develop AI-driven workflows for churn prediction, health score triggers, and sentiment analysis
• Build unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs
• Define and document CS playbooks, onboarding workflows, and handoff processes
• Lead, mentor, and grow a CS Ops team including analysts and systems administrators