Job Description

The Revenue Operations Program Manager - Customer Success is responsible for driving business outcomes through the effective use of customer success technologies, with a primary focus on Gainsight and Salesforce. Acting as a liaison between business stakeholders and IT, this role ensures that systems, processes, and enhancements align with organizational strategy while enabling adoption and efficiency across Customer Success and Services teams.

Responsibilities:

• Partner with Customer Success, Professional Services, and Revenue Operations leadership to understand business goals and translate them into system requirements and process improvements.
• Define, prioritize, and manage enhancements to Gainsight and Salesforce, ensuring alignment with best practices and scalability for future growth.
• Collaborate with IT and development teams to communicate business requirements, validate technical designs, and oversee the successful delivery of enhancements and projects.
• Work in close partnership with IT on shared responsibilities, including implementing solutions that reduce technical debt, enhance security, and improve overall efficiency.
• Drive adoption of new system features through documentation, training, and stakeholder engagement.
• Engage directly with end users through focus groups, surveys, and 1:1 discussions to gather feedback, validate requirements, and identify opportunities for improvement.
• Evaluate and optimize processes such as renewals, risk management, customer outcomes tracking, and customer communications.
• Act as subject matter expert for Gainsight and Salesforce capabilities, advising on best practices and ensuring data quality, reporting accuracy, and operational efficiency.
• Develop supporting materials, including charters, business justifications, business process and requirements documents, high level technical requirements, and risk statements to support initiatives.
• Partner with PMO and leadership to align technology initiatives with broader organizational strategy, including acquisition readiness and cross-system integrations.

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Qualifications

• 5+ years of experience in Customer Success Operations, Revenue Operations, Project Management, or related fields, with hands-on administrative experience in Gainsight and Salesforce.
• 3+ years of experience managing intake processes, system enhancements, and projects in enterprise SaaS environments.
• Proven ability to translate strategy into actionable system requirements and enhancements which ultimately drive Cyberark customer retention, expansion, and satisfaction.
• Excellent stakeholder management, communication, and organizational skills.
• Demonstrated ability to deliver measurable outcomes tied to adoption, productivity, and risk reduction.
• Salesforce Administrator and/or Gainsight Administrator certification(s) preferred.
• Nice to have: Familiarity with Agile methodology and frameworks.

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $113,000 – $166,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.