Customer Success Automation Manager

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category. 

Role Summary

The Customer Success (CS) organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. We are seeking an experienced and highly skilled Customer Success Automation Manager to join our Customer Success Operations team. Currently Gainsight is the platform but this may change in the future so we are looking for someone with experience with Gainsight and other CS products. This role is responsible for owning the end-to-end administration of our CS platform, designing scalable processes, managing complex configurations, and driving adoption across Customer Success, Sales, and cross-functional teams. The ideal candidate holds a Gainsight Level 3 Certification, demonstrates strong technical aptitude, and can translate business goals into system solutions.

-Serve as a member of a team that will be the Gainsight platform owners, responsible for architecting plays, customer health, outreach & measurement.

-Leverage CSM platform to automate ongoing customer outreach, driving product adoption & driving renewals against a group of customers you own.

-Responsible for working with internal departments to build an automated collection of renewals for smaller transactional customers.

-Knowledge of other Customer Success Management tools such as ClientSuccess, Totango, Custify & ChurnZero

-Design and implement advanced workflows using Rules Engine, Horizon Journeys, Success Plans, Scorecards, and Playbooks.

-Leverage integrations with Litmos, Salesforce, Mindtickle, and other internal systems, as well as provide input on data models via Data Designer in Gainsight or a similar tool.

-Build and maintain dashboards, reports, and health score frameworks to provide visibility into customer success metrics.

-Partner with Customer Success, SalesOps, Product, and IT teams to gather requirements and deploy scalable solutions.

-Proactively identify opportunities to improve platform usability, efficiency, and data integrity.

-Maintain platform best practices and compliance with enterprise standards for documentation, change management, and security.

-Provide internal training, onboarding, and support for Gainsight users at all levels.

-Stay current with Gainsight product releases and roadmap to assess impacts and enhancements.

-Gainsight Level 3 Certification or similar work-related experience & certifications. Provide a Certification certificate if applicable.

-3-5+ years of hands-on Gainsight administration experience or similar Customer Success tools.

-Strong technical knowledge of Gainsight modules: Rules Engine, Journey Orchestrator, Timeline, Scorecards, Success Plans, PX (optional), and integrations.

-Proficient in Salesforce data structures and relational data models.

-Ability to work with other groups to establish integrations between Salesforce, CSM platform, Financial Force, and finance system.

-Demonstrated ability to translate business needs into platform solutions.

-Strong analytical, problem-solving, and project management skills.

-Excellent communication and collaboration abilities across technical and non-technical stakeholders.

What Will Make You Stand Out

-Similar experience in Gainsight PX or in-product engagement/telemetry tools.

-Familiarity with tools like Looker, Tableau, or Snowflake.

-Experience supporting a global Customer Success organization.

Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.  

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.  

Why work with us?  

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.  

-When we see something that could be improved, we get to work inventing the solution.  

-Our people demonstrate our winning culture through positive and meaningful relationships.  

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.  

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work. 

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.  

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general. 

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