Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Operations Specialist enhancing Gainsight and Zendesk integrations for a global SaaS company. Collaborating with teams to drive customer outcomes through automated solutions and data management.
Responsibilities
- Administer and enhance Gainsight CS as first‑class products that drive proactive customer outcomes
- Translate strategic designs from the Senior Manager into executable solutions; produce build docs, test plans, and release notes
- Pipe Zendesk signals into Gainsight objects; auto‑create CTAs/Success Plans with human review thresholds
- Maintain Zendesk operations including triggers/automations, macros, views, SLAs, and dashboards
- Define data contracts and schema validations; set up lineage and monitoring
Requirements
- Gainsight CS (2+ years) administering Rules Engine, Data Designer, Journey Orchestrator, Scorecards, Success Plans in a SaaS environment
- Zendesk (2+ years) in admin/operations: triggers, automations, views, macros, SLAs; experience with AI features (triage/suggested replies) is a plus
- Hands‑on integrations across Zendesk ↔ Gainsight ↔ HubSpot using iPaaS (n8n/Workato/Tray/Make) or APIs/webhooks
- Basic scripting (Python/JavaScript/SQL)
- Practical LLM usage (ChatGPT/OpenAI or Google Gemini): prompt design, tool/function calling, offline/online evaluations, and safe launch practices
- Strong debugging and observability habits
Benefits
- 100% medical and dental coverage fully employer-paid
- RRSP matching after one year of employment
- Monthly stipend to help offset the costs of the hybrid experience
- Annual budget for professional development
- Unlimited flex-time policy
- Fitness facility and outdoor ping-pong tables in Vancouver office
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