Sr. Manager - Customer Success Operations

Sr Manager, Customer Success Operations

We are looking for a visionary and execution-focused Sr Manager, Customer Success Operations, to lead the operational strategy and infrastructure behind our scaled customer success model. This role is critical in enabling our Customer Success Managers (CSMs) to take on more strategic initiatives by building efficient, automated programs that reduce manual workload and drive measurable improvements in customer outcomes. You will own the systems, processes, and data that power our digital-first customer success approach-leveraging Gainsight, our Customer Portal/Community, and other tools to deliver proactive, personalized experiences at scale. This role also manages the Principal Customer Success Communications and Content Manager, ensuring strategic alignment across content, communications, and journey orchestration. You will be responsible for building durable, scalable program infrastructure such as our contact strategy and customer portal/community experience.

* Design and implement scalable customer success programs that reduce churn, increase retention, and improve product adoption

* Build infrastructure that enables automation of customer touchpoints, freeing up CSMs to focus on high-impact work

* Continuously iterate on programs based on performance data to drive better outcomes (e.g., NPS, ARR retention, cancellation reduction)

* Own Gainsight configuration, including playbooks, CTAs, health scores, and journey orchestration

* Integrate product utilization data to trigger automated and human-led interventions

* Ensure the tech stack supports long-term scalability without increasing CSM headcount

* Partner with Sales, Marketing, Product, and Support to align customer success operations with broader company goals

* Collaborate with the Communications and Content Manager to ensure messaging and automation are synchronized across the customer journey

* Build and maintain dashboards that track key metrics such as Net Revenue Retention (NRR), Customer Lifetime Value (CLV), and Cost-to-Retain/Expand Customers

* Use data to identify friction points and opportunities for automation or process improvement

* Manage and mentor the Customer Success Communications and Content Manager

* Foster a culture of innovation, accountability, and continuous improvement within the operations function

* Implement, own and enable scalable, automated programs that reduce manual CSM workload and improve efficiency

* Implement measurable improvements in customer retention, NPS, and recurring revenue

* A well-integrated tech stack that supports long-term growth without increasing headcount

* A high-performing operations function that enables the broader Customer Success team to thrive

* Collaborate with cross-functional teams to integrate content and communications into Gainsight-powered workflows and digital programs

* Build durable systems and frameworks that ensure long-term scalability of content and communication programs

* Lead the development and governance of the customer portal and community experience, ensuring it supports scalable success delivery

* Own and evolve the customer contact strategy to ensure consistent, value-driven engagement across lifecycle stages and segments

* Ensure strategic alignment across content, communications, and customer journey orchestration by managing the Principal Customer...

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.