Customer Success Operations & Insights Lead

CUSHMAN & WAKEFIELD

Base: $131,750.00 - $155,000.00; bonus/equity: not...
Gainsight administration experience
Smartsheet solution design skills
Executive-level client reporting
This role owns Gainsight administration, Smartsheet solution design, and the creation of executive-level client summary narratives to drive retention

Job Summary

  • This role owns Gainsight administration, Smartsheet solution design, and the creation of executive-level client summary narratives to drive retention.
  • The position leverages AI capabilities such as predictive health signals and sentiment analysis to increase efficiency across Customer Success workflows.
  • Candidates will produce board-ready insights that synthesize quantitative data and qualitative feedback into clear narratives on client sentiment and risk.

Matching Summary

This role owns Gainsight administration, Smartsheet solution design, and the creation of executive-level client summary narratives to drive retention.

Salary

Base: $131,750.00 - $155,000.00; Bonus/Equity: Not specified; Benefits: Health, vision, dental, retirement plans, paid time off

Skills & Requirements

Must-have

  • Gainsight administration experience
  • Smartsheet solution design skills
  • Executive-level client reporting
  • AI-driven customer health models
  • Cross-functional workflow optimization

Nice-to-have

  • Strong storytelling and synthesis skills
  • Experience with predictive health signals
  • Change management for system releases
  • Proficiency in Microsoft PowerPoint
  • Knowledge of voice-of-the-client tools

Key Requirements

  • Prior experience administering Client Success platforms like Gainsight or Salesforce
  • Demonstrated ability to translate business requirements into system design and data models
  • Intermediate level experience with Smartsheet
  • Strong analytical and storytelling skills for executive reporting

Work Rights

Not specified

Tailored Resume

Cover Letter