CS Ops has a clear mission: Help the CS team operate efficiently and with excellence, so that CSMs help customers to achieve their goals.
Top responsibilities include systems & tools to support the customer experience, data and analytics to measure success and make decisions, and program management and process development to improve how the business operates.
Best-in-class CS Ops teams are thought partners to design strategic initiatives, and then they execute to make a vision into reality.
This illustrated journey identifies and explains possible pitfalls and offers solutions in the path to a thriving career in CS Ops.
You don't need to be in CS Ops to get a job in CS Ops! CS Ops requires skills and experiences that many other non CS jobs have. Don't worry if you dont know much about Customer Success - we have plenty of resources for you to learn.
Project management and prioritization of time and tasks
Comfortable reviewing data and uncovering trends
Analytical mindset with an emphasis on process, workflows, and results
Technical aptitude of systems and tools (like Microsoft Excel)
Communication (verbal and written) and collaboration
Quick learner with the ability to help enable and manage change across the team
Adaptability and flexibility
Self-sufficiency and ability to perform under pressure
Problem Solving
Hear experienced CS Ops pros talk about what it takes to succeed in CS Ops.
At the center of some of the most impactful Customer Success strategies lies CS Operations. From translating high-level goals into...
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Delivering Operations ROI for Customer Success is critical to any successful team...
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CS Ops leaders created this channel to connect about strategic priorities, specific tactics, and everything in between.
If your role in CS Ops includes administration of Gainsight, you want to be part of this community-driven channel to hear about specific product solutions and share best practices with other Admins.
The CS Ops Mentor Program has hundreds of participants who have raised their hands to connect. Find someone to talk with about CS Ops, at any level of experience or seniority.
Gainsight’s Seth Wylie shares a variety of paths into CS Ops, and discusses the skills you need.
CS Ops jobs come in many flavors, as a leader crafts a team that can handle systems administration, data analysis, ‘1-to-many’ customer communications, and CSM enablement. Read this job description for a typical Gainsight Administrator, which is based on real-world job postings.
Three Gainsight admins describe the typical day for this particular type of CS Ops role.
Read The Customer Success Professional's Handbook and expand your knowledge of the Customer Success industry. Download it here for $17.
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Pulse+ is an online media platform that combines premium eLearning and industry-grade certifications with exclusive content and behind-the-scenes stories of brands and thought leaders who exemplify the true spirit of customer success.
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To pursue a Gainsight Administration role, your first step is to begin taking the free e-learning courses and earn your Level 1 Certification.
Visit Gainsight University
Careers in the field of CS Ops are growing, and data supports this. That is why a career in this field has the potential to take off - become an expert, be valued, and enjoy the benefits of a satisfying, successfull career.
For questions and feedback, email cscareers@gainsight.com.
Gainsight has partnered with EdTech master, SV Academy, on our mission to level the playing field for underrepresented communities in Customer Success and to support our Veterans returning to civilian life.
Click here to learn more about the program which trains underrepresented individuals and Veterans and then places them in entry-level CS Associate and CS Ops Associate apprenticeship roles at companies.
