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Customer Success Operations Lead

1 month, 1 week ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Accela

Accela

Accela is the leading provider of productivity and civic engagement software solutions for local, state, and federal government agencies. Their platform offers cloud-based solutions for permitting, licensing, code enforcement, and service request manag...

Internet Software & Services
251-1K
Founded 1999
$234M raised
View All Jobs 4

Description

  • Serve as the primary administrator and strategic owner of Gainsight.
  • Manage Gainsight configuration, governance, integrations, reporting, permissions, and overall platform health.
  • Design and maintain customer health scoring frameworks and operational workflows.
  • Build and optimize automations, Playbooks, Success Plans, CTAs, and lifecycle processes.
  • Develop executive dashboards, customer health reporting, renewal reporting, and operational metrics.
  • Ensure data quality and operational consistency across Customer Success systems.
  • Design and optimize digital customer lifecycle programs using Journey Orchestrator.
  • Develop customer segmentation strategies and scalable engagement programs.
  • Serve as the primary administrator and business owner for Staircase AI.
  • Develop customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities.
  • Partner with Customer Success, Product, Support, Services, and Revenue teams to improve customer outcomes through automation and technology.
  • Evaluate and support emerging AI-powered customer success initiatives and workflow automation capabilities.

Requirements

  • 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or a related field.
  • 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 using 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 with 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.
  • Gainsight Administrator Certification preferred.
  • Gainsight PX experience preferred.
  • Salesforce administration experience preferred.
  • Experience with Claude, Claude Code, ChatGPT, or similar AI tools preferred.
  • Experience with workflow automation platforms preferred.
  • Experience with MCP-enabled technologies and AI integrations preferred.
  • Experience supporting digital customer success programs preferred.
  • Experience in SaaS, GovTech, or Public Sector technology environments preferred.
  • Passion for leveraging AI and automation to improve customer success outcomes preferred.

Benefits

  • Annual base salary range of $90,000 to $110,000.
  • Eligible for an annual discretionary bonus target.
  • 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 and other well-being benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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