Customer Success Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main administrator and strategic owner of Gainsight.

• Oversee platform configuration, governance, integrations, reporting, permissions, and overall platform health.

• Create and sustain customer health scoring frameworks.

• Develop and enhance automations for Rules Engine, Playbooks, Success Plans, CTAs, and lifecycle workflows.

• Construct and maintain executive dashboards, customer health reports, renewal reports, and operational metrics.

• Ensure data integrity and operational consistency across Customer Success systems.

• Collaborate with Customer Success leadership to continually refine processes, workflows, and operational efficiency.

• Design, build, and enhance customer lifecycle programs utilizing Gainsight Journey Orchestrator.

• Formulate customer segmentation strategies and scalable engagement initiatives.

• Create automated customer journeys for onboarding, adoption, renewal, expansion, advocacy, and risk mitigation activities.

• Work alongside Customer Success Managers to enhance customer engagement through automation and digital outreach.

• Assess and improve program effectiveness via reporting, analytics, and customer outcome tracking.

• Assist in the evolution of Accela's digital customer success strategy for long-tail customers.

• Serve as the chief administrator and business owner for Staircase AI.

• Develop and sustain customer intelligence initiatives that detect risk, adoption trends, renewal indicators, and expansion opportunities.

• Operationalize customer insights and health signals throughout the Customer Success organization.

• Create workflows that facilitate proactive customer engagement based on customer intelligence data.

• Continuously enhance customer health visibility and risk detection capabilities.

• Identify opportunities to utilize AI and automation to boost Customer Success efficiency and enhance customer outcomes.

• Employ AI tools such as Claude, Claude Code, ChatGPT, and related technologies to facilitate workflow automation and operational scaling.

• Assess emerging AI technologies and propose solutions that enhance customer engagement and operational efficiency.

• Contribute to the development of AI-driven customer success initiatives and autonomous workflow capabilities.

• Investigate MCP-enabled technologies and AI integrations that optimize customer success operations.

⛳️ Requirements

• Over 3 years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related domains.

• In-depth expertise in administering Gainsight, including Health Scores, Rules Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator.

• Experience in supporting or leading a complete Gainsight implementation.

• Practical experience in administering and operationalizing Staircase AI.

• Familiarity with using Staircase AI to uncover customer risk, adoption trends, renewal indicators, and expansion opportunities.

• Proven track record in constructing customer lifecycle journeys and digital engagement programs.

• Experience in developing customer segmentation models and scalable customer success strategies.

• Strong analytical skills with experience in creating operational dashboards and executive reports.

• Experience collaborating with Customer Success teams to enhance customer outcomes through technology and automation.

• Exceptional communication, organizational, and problem-solving abilities.

🏝️ Benefits

• Flexible time off

• Comprehensive medical, dental, and vision plans

• Family planning benefits

• 401(k) retirement savings plan with company match

• Health savings account with company contributions

• Flexible spending account

• Life, accident, and disability coverage

• Business travel insurance

• Employee assistance programs

• Other well-being benefits