Customer Success Operations Manager - Remote Eligible

Customer Success Operations Manager

Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought's AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.

At Forethought, we're leading the future of customer experience with AI. Our Customer Success (CS) Operations Manager will play a pivotal role in shaping how our customer-facing teams deliver value and scale with growth. Reporting to the VP of Customer Experience (CX), this is an opportunity to own the systems and processes at the heart of our customer journey.

This role is ideal for someone who wants to make a visible impact: you'll design and optimize how we track customer health, drive renewals, and surface insights that influence company strategy. You'll be the person who ensures that Gainsight, Salesforce, and our broader CS tech stack are powering not just day-to-day efficiency, but long-term retention and expansion.

At Forethought, you'll work in a fast-paced, collaborative environment where your ideas won't just be implemented they'll shape how we serve our customers.

The CS Operations Manager will report directly to the VP of Customer Experience (CX) and act as a strategic partner to the CS leadership team.

What You'll Be Doing

• Define, implement, and refine workflows that support Customer Success, Support, and Onboarding teams.
• Standardize playbooks, renewal processes, health scoring models, and customer journey maps.
• Act as the primary administrator and owner of Gainsight and Salesforce for the CS org.
• Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
• Drive automation to reduce manual work and improve efficiency.
• Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
• Track KPIs and provide insights that drive customer outcomes and operational efficiency. Conduct root cause analysis on churn or support bottlenecks, and propose solutions.
• Partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs.
• Support Customer Success Managers with tools and reporting to manage their portfolios effectively.
• Rollout and train teams on new processes and best practices.

Who You Are

• Someone with a can do attitude who takes the initiative.
• An analytical mindset with ability to turn data into actionable insights.
• Experience with SaaS / subscription business models.
• 5+ years of experience in Customer Success, RevOps, or related operations role.
• Exposure to renewal forecasting and customer revenue operations.
• Hands-on Gainsight administration (health scoring, rules engine, journeys, CTAs, dashboards) & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
• Proven track record of designing scalable processes for customer-facing teams.

Excellent communication and stakeholder management skills.