Top Benefits
About the role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Benefits
- A chance to be an early member of a hyper-growth startup with equity to match
- An opportunity to help us define a new market within AI
- Ability to solve challenging problems with a world-class team
- A low-ego company culture that is obsessed with feedback and helping each other grow
- Hybrid work structure that allows you to choose where you get your best work done
- Competitive medical, dental, and vision coverage
- Paid maternity, paternity, & adoption leave
- Unlimited paid time off
About Forethought
Forethought is a Marketing Advisory, Strategy and Analytics company, focused on partnering clients to provide the market and customer evidence that drives business outcomes across Brand, Communications, Customer Experience and Offer Optimisation.
Forethought is an international award-winning marketing science consultancy partnering with marketers and brands operating in B2B or B2C environments to help them grow market share and improve margin.
To better understand consumer behaviour, Forethought pioneered modelling consumers’ implicit, discrete emotions versus their rational drivers of choice. This work has underpinned significant outcomes for our clients, and its success has been recognised by numerous international awards, including the ARF David Ogilvy Awards, the CX Awards and the AMSRS Awards.
Using quantitative methods underpinned by world-leading advanced analytics and qualitative methods, Forethought gives marketers decision-making precision. Our customer insights, evidence, diagnostics and frameworks enables management to confidently impact their organisation’s ability to gain and retain customers via brand, communications, advertising and customer experience programs.
We specialise in: • Brand • Advertising • Communications • Customer experience
We provide insights, diagnostics and measurement for: • Strategy • Execution • Performance tracking
Forethought offers exclusive access to the Prophecy® Customer Analytics including modelling, diagnostics, and simulators for impactful customer strategy: • Prophecy Thoughts & Feelings® = modelling rational vs implicit emotions driving choice for brand and advertising strategy and creative execution. • Prophecy ADvance = advertising testing with cost effective, rapid turnaround.
• Prophecy Experiences = modelling and diagnostics for customer experience. • Prophecy Protect = modelling and diagnostics on drivers of defection.
• Prophecy Tribes = machine-learning enhanced accuracy in segmentation.
Top Benefits
About the role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Benefits
- A chance to be an early member of a hyper-growth startup with equity to match
- An opportunity to help us define a new market within AI
- Ability to solve challenging problems with a world-class team
- A low-ego company culture that is obsessed with feedback and helping each other grow
- Hybrid work structure that allows you to choose where you get your best work done
- Competitive medical, dental, and vision coverage
- Paid maternity, paternity, & adoption leave
- Unlimited paid time off
About Forethought
Forethought is a Marketing Advisory, Strategy and Analytics company, focused on partnering clients to provide the market and customer evidence that drives business outcomes across Brand, Communications, Customer Experience and Offer Optimisation.
Forethought is an international award-winning marketing science consultancy partnering with marketers and brands operating in B2B or B2C environments to help them grow market share and improve margin.
To better understand consumer behaviour, Forethought pioneered modelling consumers’ implicit, discrete emotions versus their rational drivers of choice. This work has underpinned significant outcomes for our clients, and its success has been recognised by numerous international awards, including the ARF David Ogilvy Awards, the CX Awards and the AMSRS Awards.
Using quantitative methods underpinned by world-leading advanced analytics and qualitative methods, Forethought gives marketers decision-making precision. Our customer insights, evidence, diagnostics and frameworks enables management to confidently impact their organisation’s ability to gain and retain customers via brand, communications, advertising and customer experience programs.
We specialise in: • Brand • Advertising • Communications • Customer experience
We provide insights, diagnostics and measurement for: • Strategy • Execution • Performance tracking
Forethought offers exclusive access to the Prophecy® Customer Analytics including modelling, diagnostics, and simulators for impactful customer strategy: • Prophecy Thoughts & Feelings® = modelling rational vs implicit emotions driving choice for brand and advertising strategy and creative execution. • Prophecy ADvance = advertising testing with cost effective, rapid turnaround.
• Prophecy Experiences = modelling and diagnostics for customer experience. • Prophecy Protect = modelling and diagnostics on drivers of defection.
• Prophecy Tribes = machine-learning enhanced accuracy in segmentation.