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Cushman & Wakefield · 1 day ago

Customer Success Operations & Insights Lead

Chicago, IL

Full-time

Onsite

Senior Level

$132K/yr - $155K/yr

Cushman & Wakefield is a global leader in real estate services, and they are seeking a Customer Success Operations & Insights Lead. This role involves managing Gainsight administration, designing Smartsheet solutions, and creating executive-level client summaries to enhance customer health management and drive retention and expansion.

CommercialCommercial Real EstateConsultingLeasingLegalProperty Management

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

Gainsight administrationSmartsheet solution designData governanceExecutive reportingProject managementTrainingEnablementCross-functional collaboration

Required