Sr. Manager, Customer Success Intelligence & AI Operations

📋 Description

• Own and continuously improve CS tech infra supporting AI-driven journeys, intelligent CTAs, health
• Administer and configure Gainsight: rules engine, data model, workflows, reporting, testing
• Design and maintain CS playbooks for lifecycle, success plans, expansion, risk interventions
• Manage campaigns, CTAs, digital programs, and automated engagement to support proactive outreach
• Lead the design and operationalization of a customer digital community with engagement workflows

🎯 Requirements

• Bachelor’s degree in Business, Operations, Information Systems, Data Analytics, CS, CX
• 10+ years in CS Operations, CX Operations, Revenue Ops, or related fields.
• 10+ years supporting or leading Gainsight, CRM, CS tech, community platforms, workflow automation
• Deep hands-on Gainsight expertise: admin, configuration, workflows, rules, playbooks, CTAs, health
• Strong knowledge of AI-enabled ops, predictive analytics, Next Best Action, automation, digital
• Experience with Copilot, Gainsight AI, workflow automation, reporting platforms, and emerging tech.

🎁 Benefits

• Remote work: Opportunity to work remotely in the United States.
• Competitive base salary; additional comp opportunities; equity may apply.
• Professional growth: exposure to AI transformation, customer intelligence, automation, data ops, CS
• Tech-focused environment: Gainsight, AI capabilities, automation, CRM tools, and new tools.
• Collaborative culture: Cross-functional with CS, technology, data, revenue, and ops teams.
• Career development: leadership, technical, operational, strategic growth opportunities.