CS Ops Manager, Gainsight Admin

With over 30,000 customers, including a third of Fortune 500 companies, Tempo is trusted by engineering organizations across the globe to make their workflows work better.

We create a suite of integrated solutions for time management, resource planning, budget management, road mapping, program management, reporting and more. We create the tech that enables the modern team to deliver – for every step from first vision to value.

Since our beginning in 2007 as a project to make a time-tracking tool to help a client – Tempo has expanded to become the #1 time management add-on for Jira, and we have developed and acquired a multitude of tools to become one of the most trusted names in the Atlassian ecosystem.

We want everyone to work better – but we also want to be a tech company with a heart. Join us as we continuously innovate our award-winning products, create new solutions, and help the world work smarter, not harder.

About the role:

We’re looking for a Customer Success Operations Manager to help shape the future of customer success  we scale to serve our customers across all segments, we’re building a digital customer journey from the ground up. You will play a critical role in designing and operationalizing the systems, data flows, and processes that empower our Customer Success team to deliver exceptional value at scale.

This is a highly cross-functional role requiring collaboration across Product, Marketing, Sales, Support, and Rev Ops. You’ll work at the intersection of data, systems, and strategy—leveraging tools, Salesforce (SFDC), and a range of digital technologies to drive efficiency, insights, and automation.

What you’ll do:

• Solution Design

  • Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end, workflows, systems integrations)

  • Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)

  • Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

• Business Process Creation + Innovation

  • Develop new business processes in partnership with Customer Success leadership and cross-functional teams

  • Manage the rollout of processes, including thoughtful timing

  • Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers

  • Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends

  • Manage mapping and documentation of customer success processes

• CS System Strategy + Evolution

  • Evaluate and implement new digital tools, including AI technologies and in-app customer engagement solutions.

  • Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions

  • Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform

  • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies

  • Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

• A scalable, digital-first customer journey that supports customer across all segments

• Unified systems and processes across all customer-facing teams, enabling seamless collaboration

• High customer satisfaction, retention, and advocacy driven by proactive, insight-led engagement

• A thriving customer community and robust self-service infrastructure

Who you are:

• Gainsight Level 3 Admin Certification

• Strong familiarity integrating Gainsight, Salesforce (SFDC), and other digital CS tools

• 3+ years of experience in Customer Success Operations, Rev Ops, or equivalent roles at SaaS companies

• Experience building digital CS programs from the ground up

• Proven track record implementing AI-driven…