Edtech.com's Summary

Frontline Education is hiring an Operations Manager, Client Success. The manager owns the systems and workflows the Client Success team runs on, including Salesforce, Gong, and Pendo, while leading the transition away from Gainsight. Health signals, risk workflows, and renewal-operations reporting fall under this role's day-to-day build work.

Highlights

Own configuration and administration of the Client Success tech stack, including Salesforce, Gong, and Pendo.
Lead the transition away from Gainsight, from migration planning through decommissioning.
Build health, risk, and retention signals that flag accounts needing attention.
Partner with Renewals and Revenue Operations to connect customer risk data to the renewal process.
Configure Gong to turn customer conversations into structured, reportable data.
Represent Client Success in the product release process, flagging readiness risks before launch.
Five or more years of experience in Client Success, CX, or Revenue Operations for a SaaS company.
Hands-on Salesforce administration experience, including reports, dashboards, and object design.
Base salary $90,000 - $110,000 plus annual bonus, 401(k) match, and comprehensive benefits.

Operations Manager, Client Success Full Description

Remote, USA

Remote within the United States, with travel as needed

How You’ll Drive Success

At Frontline Education, our vision is clear: Every school thriving. Every community stronger. Our mission is equally important: We transform how schools work, so every educator and student succeeds.

The Operations Manager for Client Success is the operating partner behind how Frontline retains, grows, and understands its customers. This role sits in CX Operations and partners closely with Client Success leadership, Client Value Partners, Renewals, Revenue Operations, Product, and the other CX Operations leaders.

You will own the systems and operating workflows the Client Success motion runs on, including Salesforce, Gong, and Pendo, and you will lead the transition away from Gainsight as the future state is implemented. You will build the health signals, risk workflows, customer data model, and reporting that tell the team where to focus and what action to take.

This is a hands on build role. Success is measured by whether the field trusts the customer record, whether risk becomes visible early enough to act, whether the renewal motion has the right operational context, and whether customer conversations turn into structured decisions rather than scattered notes.

How You’ll Drive Success

Own the Client Success technology stack and data model

Own configuration, administration, and day to day operation of the systems the Client Success team depends on.
Design Salesforce objects, fields, layouts, automation, and reporting around how Client Value Partners actually work.
Create a clean customer view across account, subscription, asset, renewal opportunity, support, services, and conversation data.
Build validation and governance that keep customer data clean rather than relying on recurring cleanup projects.
Use Pendo and other adoption telemetry to understand how teams use internal systems and how customers use Frontline products.

Lead the transition away from Gainsight

Inventory current Gainsight capability honestly, distinguishing what is load bearing from what is present but not used.
Map current workflows to future requirements and pressure test whether Salesforce, Gong, Pendo, and related tools can meet them.
Rebuild the useful plays, health views, timeline context, and reporting on the selected future state rather than simply lifting the old design.
Run migration, validation, training, parallel operating periods, and decommissioning with a clear plan and acceptance criteria.
Manage vendors and implementation partners to scope, timeline, quality, and adoption outcomes.

Build health, risk, and retention operating signals

Create a practical health model using product usage, customer sentiment, support history, engagement, commercial context, and other available evidence.
Build risk categories and automation that surface low, medium, and high risk at the account and subscription level with a clear next action.
Use Gong and Salesforce workflows to generate account context, save plans, internal alerts, and tasks when risk changes.
Make health and risk reportable by Client Value Partner, region, segment, product, renewal period, and leadership portfolio.
Measure whether risk signals actually predict outcomes and revise the model when the evidence says they do not.

Operationalize the Client Success and renewal connection

Partner with Renewals and Revenue Operations to ensure renewal opportunities carry the Client Value Partner, customer risk, product, and account context needed for action and reporting.
Support mapping of the current renewal process and translate identified gaps into a sequenced operating plan.
Build visibility into upcoming renewals, risk by recurring revenue, notice requirements, renewal progress, gross retention, and net retention.
Create a clear interface between the Client Success operating motion and the team that transacts the renewal so ownership is explicit and the customer experiences one coordinated team.
Prepare the data and process foundation for future renewal automation without disrupting the active renewal cycle.

Turn customer conversations into operating decisions

Configure Gong flows, trackers, account views, and call libraries around post sale conversations and customer outcomes.
Map conversation activity to the right CRM objects so customer signal becomes reportable data.
Consolidate survey and voice of customer inputs so Frontline asks customers less and learns more.
Route structured, quantified feedback to Product with enough context to be actionable.
Bring product usage and customer evidence into retention, expansion, executive review, and prioritization decisions.

Own readiness for customer facing product releases

Represent Client Success in the shared product release process and identify customer communication, adoption, training, segmentation, and risk impacts before launch.
Confirm the field has the right customer lists, messaging, enablement, and follow up workflow before a release reaches customers.
Raise readiness risks early and recommend the actions needed to close them.
Instrument adoption and customer response after launch so the organization can see whether the release produced the intended result.

Project manage major Client Success initiatives

Run initiatives with a charter, plan, status cadence, risk log, decision log, and clear acceptance criteria.
Translate quarterly objectives into workstreams with owners, milestones, dependencies, and measures of success.
Document the customer journey and keep it current as a working operating artifact rather than a static presentation.
Write concise executive updates that state the situation, recommendation, decision needed, owner, and next milestone.

What You Bring to Help Us Grow

Five or more years in Client Success operations, CX operations, Revenue Operations, or a comparable SaaS operating role.
Hands on Salesforce administration experience, including reports, dashboards, flows, data management, and object design.
Direct experience with a Client Success platform such as Gainsight, Planhat, ChurnZero, Totango, or Vitally, including at least one major implementation, migration, or redesign.
Experience configuring conversation intelligence and product analytics tools such as Gong and Pendo.
Experience building health scores, segmentation, risk models, customer reporting, and retention workflows from raw operating data.
A record of running complex cross functional projects to a date, including system cutovers or operating model changes.
Understanding of renewal operations, recurring revenue reporting, and the relationship between customer health and commercial outcomes.
Strong written communication and the ability to write an executive update that leads with the decision.
Experience in SaaS, and in EdTech or K 12 specifically, is preferred.
A bachelor’s degree or equivalent professional experience.

What You’ll Need to Thrive

Builder, Not Coordinator. You configure the workflow, validate the data, and stay with the change until the field uses it.
Systems Fluency. You understand how a change in one customer object appears downstream in Gong, reporting, renewals, and leadership views.
Signal Discipline. You care whether a health score predicts something useful, not whether it looks sophisticated.
Trusted Partner. The field brings you problems early because you solve them and explain the tradeoffs clearly.
Customer First Judgment. When operational convenience and customer experience conflict, you know which one wins.

AI First Competencies

The Operations Manager for Client Success:

Uses AI daily to summarize customer conversations, prepare account context, identify risk themes, and automate recurring reporting.
Builds agentic workflows that turn a change in customer signal into the right alert, task, brief, or play.
Uses AI to synthesize feedback across a large customer base into a short list of decisions and emerging patterns.
Pairs AI automation with data quality, measurable outcomes, and clear human judgment at high-stakes moments.

Our Mission, Our People, Our Purpose

At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.

As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.

How We Support Growth, Balance, and Well-Being

Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
Volunteer Time Off: Paid time to give back and support causes that matter to you.
Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
Our Philosophy: We believe time away from work helps you bring your best self to it.

Continuous Learning and Growth

World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
Tuition Reimbursement: Invest in formal education to advance your skills and career.
Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.

Health, Happiness, and Purpose

Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
Comprehensive Benefits: Health and financial benefits that support your happiness and future.
A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.

Compensation & Benefits

Competitive base salary of 90-110K plus annual bonus opportunity.
401(k) with company match and Employee Stock Purchase Plan (ESPP).
Comprehensive medical, dental, vision, and wellness benefits.
Personalized PTO and tuition reimbursement for eligible programs and coursework.

Inclusion, Belonging & Equal Opportunity

Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.

Interview Process & Data Privacy

As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency.

These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.

Original Job Description

Remote, USA

Remote within the United States, with travel as needed

How You’ll Drive Success

At Frontline Education, our vision is clear: Every school thriving. Every community stronger. Our mission is equally important: We transform how schools work, so every educator and student succeeds.

How You’ll Drive Success

Own the Client Success technology stack and data model

Own configuration, administration, and day to day operation of the systems the Client Success team depends on.
Design Salesforce objects, fields, layouts, automation, and reporting around how Client Value Partners actually work.
Create a clean customer view across account, subscription, asset, renewal opportunity, support, services, and conversation data.
Build validation and governance that keep customer data clean rather than relying on recurring cleanup projects.
Use Pendo and other adoption telemetry to understand how teams use internal systems and how customers use Frontline products.

Lead the transition away from Gainsight

Inventory current Gainsight capability honestly, distinguishing what is load bearing from what is present but not used.
Map current workflows to future requirements and pressure test whether Salesforce, Gong, Pendo, and related tools can meet them.
Rebuild the useful plays, health views, timeline context, and reporting on the selected future state rather than simply lifting the old design.
Run migration, validation, training, parallel operating periods, and decommissioning with a clear plan and acceptance criteria.
Manage vendors and implementation partners to scope, timeline, quality, and adoption outcomes.

Build health, risk, and retention operating signals

Create a practical health model using product usage, customer sentiment, support history, engagement, commercial context, and other available evidence.
Build risk categories and automation that surface low, medium, and high risk at the account and subscription level with a clear next action.
Use Gong and Salesforce workflows to generate account context, save plans, internal alerts, and tasks when risk changes.
Make health and risk reportable by Client Value Partner, region, segment, product, renewal period, and leadership portfolio.
Measure whether risk signals actually predict outcomes and revise the model when the evidence says they do not.

Operationalize the Client Success and renewal connection

Partner with Renewals and Revenue Operations to ensure renewal opportunities carry the Client Value Partner, customer risk, product, and account context needed for action and reporting.
Support mapping of the current renewal process and translate identified gaps into a sequenced operating plan.
Build visibility into upcoming renewals, risk by recurring revenue, notice requirements, renewal progress, gross retention, and net retention.
Create a clear interface between the Client Success operating motion and the team that transacts the renewal so ownership is explicit and the customer experiences one coordinated team.
Prepare the data and process foundation for future renewal automation without disrupting the active renewal cycle.

Turn customer conversations into operating decisions

Configure Gong flows, trackers, account views, and call libraries around post sale conversations and customer outcomes.
Map conversation activity to the right CRM objects so customer signal becomes reportable data.
Consolidate survey and voice of customer inputs so Frontline asks customers less and learns more.
Route structured, quantified feedback to Product with enough context to be actionable.
Bring product usage and customer evidence into retention, expansion, executive review, and prioritization decisions.

Own readiness for customer facing product releases

Represent Client Success in the shared product release process and identify customer communication, adoption, training, segmentation, and risk impacts before launch.
Confirm the field has the right customer lists, messaging, enablement, and follow up workflow before a release reaches customers.
Raise readiness risks early and recommend the actions needed to close them.
Instrument adoption and customer response after launch so the organization can see whether the release produced the intended result.

Project manage major Client Success initiatives

Run initiatives with a charter, plan, status cadence, risk log, decision log, and clear acceptance criteria.
Translate quarterly objectives into workstreams with owners, milestones, dependencies, and measures of success.
Document the customer journey and keep it current as a working operating artifact rather than a static presentation.
Write concise executive updates that state the situation, recommendation, decision needed, owner, and next milestone.

What You Bring to Help Us Grow

Five or more years in Client Success operations, CX operations, Revenue Operations, or a comparable SaaS operating role.
Hands on Salesforce administration experience, including reports, dashboards, flows, data management, and object design.
Direct experience with a Client Success platform such as Gainsight, Planhat, ChurnZero, Totango, or Vitally, including at least one major implementation, migration, or redesign.
Experience configuring conversation intelligence and product analytics tools such as Gong and Pendo.
Experience building health scores, segmentation, risk models, customer reporting, and retention workflows from raw operating data.
A record of running complex cross functional projects to a date, including system cutovers or operating model changes.
Understanding of renewal operations, recurring revenue reporting, and the relationship between customer health and commercial outcomes.
Strong written communication and the ability to write an executive update that leads with the decision.
Experience in SaaS, and in EdTech or K 12 specifically, is preferred.
A bachelor’s degree or equivalent professional experience.

What You’ll Need to Thrive

Builder, Not Coordinator. You configure the workflow, validate the data, and stay with the change until the field uses it.
Systems Fluency. You understand how a change in one customer object appears downstream in Gong, reporting, renewals, and leadership views.
Signal Discipline. You care whether a health score predicts something useful, not whether it looks sophisticated.
Trusted Partner. The field brings you problems early because you solve them and explain the tradeoffs clearly.
Customer First Judgment. When operational convenience and customer experience conflict, you know which one wins.

AI First Competencies

The Operations Manager for Client Success:

Uses AI daily to summarize customer conversations, prepare account context, identify risk themes, and automate recurring reporting.
Builds agentic workflows that turn a change in customer signal into the right alert, task, brief, or play.
Uses AI to synthesize feedback across a large customer base into a short list of decisions and emerging patterns.
Pairs AI automation with data quality, measurable outcomes, and clear human judgment at high-stakes moments.

Our Mission, Our People, Our Purpose

How We Support Growth, Balance, and Well-Being

Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
Volunteer Time Off: Paid time to give back and support causes that matter to you.
Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
Our Philosophy: We believe time away from work helps you bring your best self to it.

Continuous Learning and Growth

World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
Tuition Reimbursement: Invest in formal education to advance your skills and career.
Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.

Health, Happiness, and Purpose

Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
Comprehensive Benefits: Health and financial benefits that support your happiness and future.
A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.

Compensation & Benefits

Competitive base salary of 90-110K plus annual bonus opportunity.
401(k) with company match and Employee Stock Purchase Plan (ESPP).
Comprehensive medical, dental, vision, and wellness benefits.
Personalized PTO and tuition reimbursement for eligible programs and coursework.

Inclusion, Belonging & Equal Opportunity

Interview Process & Data Privacy

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Edtech.com's Summary

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