Customer Success Operations Lead

Job Summary

Serving as the operational backbone of the Customer Success organization, the full-time remote Customer Success Operations Lead will manage Gainsight and Staircase AI, design digital customer engagement programs, and leverage AI to enhance customer outcomes and operational efficiency.

Key responsibilities

• Administer and strategically manage Gainsight, including configuration, reporting, and customer health scoring frameworks
• Design and optimize automated customer lifecycle programs and engagement strategies using Gainsight Journey Orchestrator
• Develop customer intelligence programs to identify risks and opportunities, operationalizing insights for proactive engagement

Required qualifications

• 3+ years of experience in Customer Success Operations, Customer Success Systems, or Revenue Operations
• Deep expertise in administering Gainsight, including Health Scores, Reporting, and Journey Orchestrator
• Hands-on experience with Staircase AI for identifying customer risks and trends
• Proven ability to build customer lifecycle journeys and scalable digital engagement programs
• Strong analytical skills with experience in developing operational dashboards and executive reporting