Your Impact
As our global customer base grows, we are investing in the systems, processes and data frameworks that enable Customer Success teams to deliver consistent outcomes at scale.
As Customer Success Operations Manager, you will play a key role in enabling Customer Success teams to deliver scalable, consistent outcomes across regions. Working closely with Customer Success leadership and cross‑functional partners across Systems, Revenue Operations, Data and Product, you will design and operationalise the systems, processes and data frameworks that underpin how Customer Success operates globally.
You will own the operational configuration of Gainsight, standardise Customer Success workflows and enable teams to leverage data, automation and digital programmes to manage customer relationships effectively. By equipping Customer Success teams with the right tools, playbooks and operational infrastructure, you will help ensure we can proactively manage customer health, drive product adoption and deliver measurable long‑term value for our customers.
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.
What You’ll Bring With You
- 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.
Diversity and Inclusion
Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal‑opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.
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