C&W Services · 3 days ago
Customer Success Operations & Insights Lead
United States
Full-time
Remote
Senior Level
$130K/yr - $155K/yrC&W Services is seeking a Customer Success Operations & Insights Lead who will own Gainsight administration and Smartsheet solution design to enhance customer health management and provide insights that drive retention and expansion. The role involves creating executive-level client summaries and collaborating with various teams to ensure a world-class client experience.
Facility ManagementHeating Ventilation and Air Conditioning (HVAC)LandscapingPersonal Care and Hygiene
Hiring Manager
Bobby Grosshauser
Responsibilities
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
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
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
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
Qualification
Required
Experience with Gainsight administration including user management, permissions, data governance, and integrations
Ability to design and maintain health scores, playbooks, journeys, CTAs, Success Plans, and automated outreaches
Experience in building and optimizing dashboards for CSMs, leadership, and cross-functional partners
Experience in partnering with Client Success Leadership, SalesForce Support, and Client Services
Experience in release management including sandbox testing, documentation, enablement, and change communications
Experience in architecting Smartsheet workspaces, sheets, and Control Center blueprints
Ability to develop automated workflows including forms, update requests, reminders, alerts, and approvals
Experience in creating portfolio rollups, executive dashboards, and cross-sheet reporting
Ability to integrate Smartsheet with source systems via Data Shuttle/Connectors
Experience in documenting templates and operating guides, training users, and managing permissions
Ability to produce detailed, concise, executive-ready client reports
Experience in synthesizing qualitative insights into clear, actionable narratives
Ability to develop quarterly/board-report packs with trend analyses, cohort views, benchmarks, and narrative themes
Experience in creating standardized storyframes tailored to executive audiences
Ability to establish publication cadences and review workflows
Experience in maintaining a library of client case studies and managing version control
Ability to define operating standards for data quality, tagging, health score inputs, and playbook compliance
Experience in running office hours, training, and enablement for CSMs and leaders
Ability to partner with Finance and RevOps to align definitions of ARR, churn, risk categories, and expansion metrics
Experience in managing intake and prioritization of enhancements
Company
C&W Services
C&W Services brings a new identity, outlook and purpose to the facility services industry.
Founded in 1949
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jodi Swinburne
Chief Operating Officer
Matthew Noe, GPHR
Interim Chief Operating Officer
Company data provided by crunchbase