Building a Top-Tier Customer Success Operations Team with Seth Wylie, Director of CS Ops and Admin Community at Gainsight
Seth is a self-proclaimed “unredeemable CS Geek,” passionate about creating human first connections. He brings over fifteen years of experience in various analyst and customer success roles and leadership positions.
Before his current role at Gainsight, Seth was the Director of Customer Success Operations at InsightSquared, where he managed various swaths of their CS. He saw the organization grow from fewer than ten employees to the largest company he had ever worked for.
Today, Seth shares how CS Operations can become a strategic leader and partner to the CCO, what the maturity evolution of this role and the team looks like and what capabilities and skills are required to become a high-performing CS Ops team.