Oversee and optimize the global Customer Success operations by standardizing models, designing processes, managing platforms, and enabling data-driven programs.
Job Description
What you'll do- Standardise the Customer Success operating model globally, working with CS leadership to define lifecycle stages, engagement frameworks and operational playbooks that enable consistent execution.
- Partner with Customer Success global leadership to operationalise Customer Success strategy, translating strategic priorities into scalable processes, systems and operational frameworks.
- Own and optimise Gainsight as the core Customer Success platform, designing health scoring frameworks, workflows and automated engagement programmes.
- Enable data-driven Customer Success, building dashboards, reporting frameworks and operational insights that help teams monitor customer health, adoption and risk.
- Design scalable digital Customer Success programmes that drive onboarding, product adoption, expansion opportunities and proactive risk mitigation.
- Partner with Systems Engineering, Revenue Operations and Data teams to ensure Customer Success systems, integrations and data flows support scalable operations.
- Continuously improve Customer Success productivity and scalability by identifying opportunities for automation, tooling improvements and operational simplification.
- 5+ years of experience working in Customer Success Operations or Enablement within a B2B SaaS or technology organisation.
- Strong experience working with Gainsight (or similar CS products), including configuration of health scoring frameworks, automation workflows, playbooks and customer engagement programmes. Gainsight Administrator certification preferred.
- Demonstrated experience designing scalable operational processes and systems that enable Customer Success teams to manage customers effectively.
- Strong data literacy and analytical capability, including experience building dashboards, reporting frameworks and operational performance metrics.
- Ability to investigate and validate customer data issues, including the ability to write or interpret basic SQL queries where required.
- Experience working with integrated SaaS systems such as CRM (HubSpot preferred), support platforms and analytics tools.
- Strong stakeholder management skills with the ability to align cross-functional teams across regions around shared operational frameworks.
- Highly organised with a practical mindset, comfortable operating in fast-paced environments and focused on execution, automation and continuous improvement.
Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.
Top Skills
Gainsight
Hubspot
SQL
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