transforming the way clinical care teams work and communicate.

We'reseeking a CustomerOperationsManager who'seager to play a hands-on role inmaintainingandoptimizingcustomer success systems and programs that enable scalable, data-driven customer success. In this role,you’llcreate and manage rules, health scores, playbooks, and journeys that help CSMs proactivelyidentifyrisk and uncover growth opportunities.You’lldrive process improvements that reduce manual effort and boost team efficiency.You’llalso be a go-to resource for system troubleshooting, process documentation, and enablement—ensuring Customer Success (CS) team members are equipped to work effectively and confidently. This highly cross-functional role requires close collaboration with Product, Marketing, Sales, CS, and other Revenue Operations teams.
This role is based in our Mexico City center of excellence and offers an exciting opportunity for a current Customer Operations professional to growand develop as we supportour customer success teams.You’llcollaborate daily with our U.S.-based marketing, revenue, and operations leaders.

WhatYou’llBe Doing:
Lead the creation, development, and initiation of automation withinGainsight,developingplaybooks, programs, and success plans that translate CSM best practices into scalable workflows

Drive the tracking of customer success metrics across the customer lifecycle, developing reporting & dashboards thatprovideleadership the insights needed tomaximize the retention and growth of our customers

Design and implement scalable processes and best practices formaintainingand troubleshooting key CS systems, including Gainsight CS, Community, Staircase, andKantata, tooptimizeoperational efficiency and resolve complex issues that span multiple interrelated disciplines

Serve as thesenior escalation point and subject-matter authority for CS systems, guiding root-cause resolution and shaping how issues are triaged going forward

Define andmonitorkey performance indicators (KPIs) for customer operations across the end-to-end customer lifecycle,



ensuring alignment with overarching company goals and directing improvements that reduce manual effort organization-wide

Utilize data analytics techniques,including Voice-of-the-Customer programs such as NPS and CSAT,to uncover insights and opportunities for operational enhancement, driving strategic decision-makingfrom design throughexecutivereporting and action planning

Drivethe CS knowledge base strategy(SOPs, tutorials, and FAQs)as part of scalable processes and best practices thatoptimizeoperational efficiency and documentation quality org-wide

Lead the design and implementation of scalable one-to-many customer programs via Journey Orchestrator in partnership with Digital Experience, fostering innovation and adaptability across initiatives

Lead cross-functional collaboration with Revenue Enablement and other teams to shape training strategy for CS systems, processes, and tools, ensuring seamless customer service delivery and attainment of business objectives

What You Bring:
8+ years of related experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with an advanced degree in a related field)

Advanced, in-depthexpertisewith Gainsight; strong working knowledge of Salesforce

Advancedproficiencyin Excel and dataanalytics techniques to uncover insights and inform strategic decision-making

Strong analytical thinking and problem-solving skills, with in-depth professional knowledge to resolve complex problems and understand the interrelationships across CS, Product, Marketing, Sales, and Revenue Operations disciplines

Enthusiasm for AI and its potential to drive meaningful impact





Proven ability todeterminemethods and procedures on new assignments and pursue the courses of action necessary to achieve desired outcomes with minimal oversight, exercising sound judgment in selecting methods, techniques, and evaluation criteria,and may coordinate the work of other team members as needed

Strong interpersonaland networkingskills tocollaborate effectively withkeystakeholdersoutside your own area of expertise, both internallyand externally

Self-starter who candirect initiatives independently while also thrivingin a team environment

Experience at a fast-paced SaaS startup is a plus

How You Will Use AI:
Direct the use of AI-powered analytics within Gainsight to shape risk and expansion strategy org-wide, guiding howCSMs prioritize outreach

Guide the team's use of generative AI to designand refine health score rulesandplaybooks, setting standards for how AI is applied across CS operations

Establish AI-assisted documentation practices so SOPs, tutorials, and FAQs stay current at scale as systems and processes evolve org-wide

Use AI tosynthesize NPS/CSAT and support ticket trends into executive-ready insights and recommended strategic actions

Direct the use of AI-based diagnostics to resolve complex, cross-system issues and inform longer-term system architecture decisions

Perks & Benefits We Offer:
Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration

Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family

Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)

Take advantage of extra perks and benefits, including a savings fund, monthlyteleworking allowance, grocery vouchers, and travel insurance

In addition to the minimum days off required by law, our Versátil Time Off programgives you extra time to enjoy the things you love

Join a mission-driven team committed to making a real impact in the world of healthcare

📌 Customer Operations Manager (Ciudad de México)
🏢 Tiger Text
📍 Ciudad de México