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Own and administer Gainsight CS as the technical foundation for Customer Success operations. Configure health scores, CTAs, playbooks, Success Plans, reports, dashboards, automation, Rules Engine workflows, and Journey Orchestrator programs. Translate customer lifecycle strategies into scalable workflows, integrate Salesforce and other customer data, support Gainsight PX and Skilljar, establish governance and documentation, troubleshoot data and configurations, and train Customer Success users.

Leads product marketing strategy across a multi-product portfolio, including team management, positioning, messaging, launches, pricing, packaging, customer feedback, content, competitive intelligence, and sales enablement. Partners with product, sales, customer success, demand generation, finance, and executives to drive adoption, pipeline, and revenue. The description also includes accounts payable, reconciliation, payment processing, month-end close, and NetSuite migration responsibilities.

Own product marketing for the Lone Wolf portfolio, including customer feedback programs, competitive intelligence, positioning, messaging, pricing, launches, sales enablement, content, and partner marketing. The role requires deep real estate or proptech expertise, strong writing, AI tool proficiency, and the ability to lead cross-functional initiatives through influence and alignment.

Owns Gainsight CS administration and operations in a SaaS environment. Configures workflows, health scores, CTAs, playbooks, Success Plans, reports, dashboards, automation, Rules Engine logic, and Journey Orchestrator programs. Partners with Customer Success and system owners to translate lifecycle strategies into scalable configurations and integrations. Supports Gainsight PX and Skilljar, establishes governance and documentation, trains users, and improves operational efficiency.

Manage customer billing and account transactions: process billing changes in CRM, reconcile daily payments, maintain monthly billing files, research and resolve billing inquiries, perform month-end/year-end accounting tasks, and collaborate cross-functionally to ensure timely resolution.

Drive customer outcomes for a portfolio of SaaS customers by building success plans, increasing adoption, monitoring health, mitigating risk, coordinating cross-functional teams, and enabling renewal readiness through proactive engagement, communication, and continuous improvement.

Manage a portfolio of SaaS customers to drive adoption, measurable outcomes, and renewals. Proactively engage clients, assess health/risk, create success plans, coordinate cross-functional resources, and improve team playbooks to ensure ongoing customer value.

Provide technical support and troubleshooting for Lone Wolfs Back Office product via email (primary), with phone and chat secondary. Log and manage tickets, triage and escalate issues, submit Jira bug reports, and advise brokers using accounting knowledge when needed to resolve software problems and improve customer experience.

Provide email-first technical support for Lone Wolf Back Office, troubleshooting product issues, triaging and logging cases, submitting and tracking Jira tickets, collaborating with peers, and escalating or resolving broker account and accounting-related inquiries to deliver excellent customer experiences.

Administer and optimize Salesforce, maintain data integrity, build reports and dashboards, manage integrations, support and train end users, document configurations, and ensure compliance with security and data governance standards. The role partners with stakeholders to translate business requirements into Salesforce enhancements and continuously improve system usability, scalability, and adoption.