About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.

As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.

We are seeking a proactive and data-driven Customer Success Operations Manager with deep expertise in Gainsight and Salesforce support. This role is key to enabling our Customer Success team to deliver world-class experiences at scale, by optimizing tools, processes, and insights that drive customer engagement, retention, and growth.

You will serve as the Gainsight owner and the primary Salesforce support liaison for CS-related needs, ensuring systems are configured, maintained, and continuously improved to support both strategic goals and day-to-day operations while driving adoption of these tools across the CS team and ensuring the right metrics, enablement, and reporting are in place.

The Operations Manager will also play a pivotal role in ensuring the seamless execution of our customer success strategies. They will be responsible for being the champion of the customer journey through New Product Introduction (NPI), ensuring that the eSentire Customer Success team and customers alike have a smooth and positive experience from the moment a new product is introduced. This includes overseeing the implementation of customer feedback, coordinating with various departments to address any issues, and continuously improving the customer experience while maintaining a Knowledge Base and training documentation, further supporting internal team enablement.

Responsibilities:

Platforms & Tools Adoption

• Own and support the Gainsight platform: manage configuration, workflows, CTAs, playbooks, health scores, dashboards, and data integrations.
• Partner with Customer Success leadership to define and implement scalable customer lifecycle processes and tech-enabled engagement strategies.
• Drive adoption of Gainsight and Salesforce within the CS team by establishing clear usage metrics, creating dashboards, and proactively identifying adoption gaps.
• Collaborate with cross-functional teams (Sales Ops, RevOps, Product, IT) to ensure Salesforce data integrity and alignment across systems.
• Build and maintain reporting and dashboards in Gainsight and Salesforce to track key metrics like NRR, churn, expansion, health scores, and onboarding milestones.
• Provide ongoing training and support to CS team members to ensure they are confident and effective users of Gainsight and Salesforce.
• Regularly connect with peer Gainsight admins and operations professionals to share best practices, bring in new ideas, and ensure our use of the platform evolves with industry standards.
• Monitor and maintain data hygiene, resolve discrepancies, and work with IT or vendors on integrations and automation.
• Participate in system enhancement projects, including Gainsight PX, customer journey mapping, and feedback loops.
• Evaluate, test, and implement new tools or integrations to optimize CS operations and drive efficiency,

Data

• Report on platform usage, renewals, and upsell forecasts to Customer Success executives to present to the board via dashboards and presentations.
• Track leading indicators of adoption and customer health; analyze these trends to identify opportunities for enablement and intervention

Processes

• Customer Lifecycle:Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
• External Communications:Coordinate with one-to-many communications lead (within CSM team) to synchronize email outreaches with CSM touch points
• Risk Management:Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Opportunity Management:Identify top candidates for upsell
• Cross-Functional Coordination:Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:

• Relay customer feedback to the Product team
• Align with the Support team on resolution of major cases and report bugs to the Engineering team
• Provide feedback to Sales on the readiness of our customers
• Help the Onboarding team overcome any delays in implementation

Team Strategy & Enablement

• In collaboration with Customer Success Team’s leadership, review and redefine team structure by:

• Identifying the metrics needed to tier existing customers
• Assign customers as needed, re-distributing workload if required
• Forecasting hiring needs

• Enablement: Provide materials and data that help CSMs work more effectively Systems

What We Require:

• Flexible, and know that change is sometimes needed!

• 3+ years of experience in a Customer Success Operations, Revenue Operations, or Business Systems role.
• 2+ years hands-on Gainsight experience, including Journey Orchestrator, Success Plans, Playbooks
• Proficiency in Salesforce with a strong understanding of objects, fields, reporting, workflows, and user roles.
• Demonstrated ability to translate CS strategy into system requirements and process improvements.
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Strong analytical skills with experience turning data into actionable insights.
• Exceptional attention to detail and organizational skills.
• Excellent communication and collaboration skills with both technical and non-technical audiences.

• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence

Our Culture and Values

At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!
We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards
We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.

Accommodation

If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.

It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology.

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