Customer Operations System Manager (SaaS)

TL;DR

Customer Operations System Manager (SaaS): Overseeing end-to-end configuration, optimization, and management of Gainsight CS/PX and Pendo platforms to drive customer engagement and operational efficiency. Focus on designing automated workflows, maintaining system integrations, and translating cross-functional business requirements into actionable data-driven insights.

Location: Must be based in the US (New York City, Washington DC-Baltimore, Minneapolis-St. Paul, or Miami-Dade areas). Position is hybrid.

Salary: $110,000–$125,000

Company

HHAeXchange is a leading technology platform providing a comprehensive end-to-end homecare ecosystem connecting patients, providers, and managed care organizations.

What you will do

• Administer and configure Gainsight CS and Pendo to support digital engagement strategies.
• Design and manage automated workflows, CTAs, playbooks, and health scorecards.
• Lead system integrations between Salesforce, marketing automation, and BI tools.
• Partner with Product, Marketing, and Customer Success to define business outcomes and user journeys.
• Provide documentation, training, and troubleshooting support for internal platform users.
• Monitor data integrity and system usage to identify continuous improvement opportunities.

Requirements

• Location: Must be located in or near NYC, DC-Baltimore, Minneapolis-St. Paul, or Miami-Dade areas.
• Bachelor’s degree or equivalent experience in operations or customer success.
• Proven hands-on experience administering Gainsight and Pendo in a B2B SaaS environment.
• Strong technical proficiency with CRM systems like Salesforce and data integration practices.
• Analytical expertise in building reports, dashboards, and automated workflows.
• Capability to adopt and implement AI tools responsibly to enhance productivity.

Nice to have

• Gainsight Administrator Certification.
• Technical skills in SQL, HTML/CSS for in-app messaging, or BI tools like Tableau/Power BI.
• Experience designing cross-platform integrations (e.g., HubSpot ↔ Salesforce).
• Background in customer operations or digital customer experience.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401K retirement program with company-elected match.
• Generous paid time-off and company-paid holidays.
• Supportive hybrid work environment promoting cross-functional collaboration.
• Commitment to diversity and equal opportunity employment.