Customer Success Operations & Insights Lead

Job Title

Customer Success Operations & Insights Lead

Job Description Summary

The Customer Success Operations & Insights Lead owns Gainsight administration, Smartsheet solution design and reporting, and the creation of executive-level client summary narratives. This role enables proactive customer health management, streamlined workflows, and board-ready insights that drive retention, expansion, and a world-class client experience.

Job Description

Key Responsibilities

Gainsight Administration 35% of time

• Serve as platform owner for Gainsight (CS + PX where applicable): user management, permissions, data governance, and integrations (CRM, support, billing).
• Design and maintain health scores , playbooks , journeys , CTAs , Success Plans , and automated outreaches .
• Build and optimize dashboards for CSMs, leadership, and cross-functional partners; manage data quality SLAs .
• Partner with Client Success Leadership, SalesForce Support, and Client Services to align product telemetry, usage data, and customer feedback into Gainsight objects.
• Own release management: sandbox testing , documentation, enablement, and change communications.

Smartsheet Solution Design & Reporting 20% of time

• Architect Smartsheet workspaces , sheets , and Control Center blueprints for scalable project/portfolio management.
• Develop automated workflows: forms , update requests , reminders , alerts , and approvals .
• Create portfolio rollups, executive dashboards , and cross-sheet reporting; establish naming conventions and metadata standards.
• Integrate Smartsheet with source systems (CRM, data warehouse, ticketing) via Data Shuttle/Connectors ; maintain refresh cadences.
• Document templates and operating guides; train users and manage permissions.
• Project Manage Action Plans as needed

Executive-Level Client Summary & Insights 45% of Time

• Produce detailed, concise, executive-ready client reports distilling client perception, voice of the client, risk, sentiment, and relationship engagement.
• These summaries are full written reports derived from client interview transcripts , requiring synthesis of qualitative insights into clear, actionable narratives tailored for executive audiences. Client Success leadership will partner for report details to be written.
• Develop quarterly/board-report packs with trend analyses, cohort views, benchmarks, and narrative themes. Quarterly report details will
• Create standardized storyframes: Objectives Actions Results Next Best Actions ; tailor to executive audience.
• Establish publication cadences (monthly/quarterly) and a review workflow with CSMs, Sales, and Product.
• Maintain a library of client case studies and referenceable outcomes; manage version control.

Cross-Functional Enablement & Governance

• Define operating standards for data quality , tagging, health score inputs, and playbook compliance.
• Run office hours , training, and enablement for CSMs and leaders; maintain knowledge base content.
• Partner with Finance and RevOps to align definitions of ARR, churn, risk categories, and expansion metrics .
• Manage intake and prioritization of enhancements; maintain a transparent roadmap and backlog .

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 131,750.00 - $155,000.00

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”