Sr. Manager, Customer Success Intelligence & AI Operations

Key Responsibilities:

• Own and continuously improve the Customer Success technology infrastructure supporting AI-driven customer journeys, intelligent CTAs, health scoring, automated playbooks, digital engagement, predictive models, and scalable execution.
• Administer and configure Gainsight, including its rules engine, data model, workflows, reporting architecture, enhancements, testing, release readiness, and overall platform health.
• Design, standardize, build, automate, and maintain Customer Success playbooks covering lifecycle motions, success plans, expansion opportunities, risk interventions, renewal readiness, and AI-enabled workflows.

Requirements:

• Bachelor’s degree in Business, Operations, Information Systems, Data Analytics, Customer Success, Customer Experience, Organizational Leadership, or a related discipline; a Master’s degree is preferred.
• 10+ years of progressive experience in Customer Success Operations, Customer Experience Operations, Revenue Operations, business systems, data operations, platform administration, process enablement, or related areas.
• Deep hands-on knowledge of Gainsight, including platform administration, system configuration, workflows, rules, playbooks, CTAs, health scoring, reporting, and customer success operating models.

Benefits:

• Competitive base salary: $131,600–$171,100 annually in the United States, with actual compensation based on relevant skills and experience, geographic location, and business needs.
• Additional compensation opportunities: Eligibility for a company bonus plan, role-specific sales commission/bonus, and/or equity grants may apply.
• Remote work: Opportunity to work remotely in the United States; Professional growth: Exposure to AI transformation, customer intelligence, automation, data operations, and enterprise Customer Success strategy.