Customer Success Operations Lead

Role Overview

• Serve as the primary administrator and strategic owner of Gainsight.
• Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health.
• Design and maintain customer health scoring frameworks.
• Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows.
• Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics.
• Ensure data quality and operational consistency across Customer Success systems.
• Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness.
• Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator.
• Develop customer segmentation strategies and scalable engagement programs.
• Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions.
• Partner with Customer Success Managers to improve customer engagement through automation and digital outreach.
• Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking.
• Support and evolve Accela's digital customer success strategy for long-tail customers.
• Serve as the primary administrator and business owner for Staircase AI.
• Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities.
• Operationalize customer insights and health signals across the Customer Success organization.
• Build workflows that enable proactive customer engagement based on customer intelligence data.
• Continuously improve customer health visibility and risk detection capabilities.
• Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes.
• Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale.
• Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness.
• Support the development of AI-powered customer success initiatives and autonomous workflow capabilities.
• Explore MCP-enabled technologies and AI integrations that improve customer success operations.

Requirements

• 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields.
• Deep expertise administering Gainsight, including Health Scores, Rules Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator.
• Experience supporting or leading a full Gainsight implementation.
• Hands-on experience administering and operationalizing Staircase AI.
• Experience leveraging Staircase AI to identify customer risk, adoption trends, renewal indicators, and expansion opportunities.
• Experience building customer lifecycle journeys and digital engagement programs.
• Experience developing customer segmentation models and scalable customer success strategies.
• Strong analytical skills and experience developing operational dashboards and executive reporting.
• Experience partnering with Customer Success teams to improve customer outcomes through technology and automation.
• Excellent communication, organization, and problem-solving skills.

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