Sr. Manager, Customer Success Intelligence & AI Operations
New
J
JobgetherCustomer Success Operations
United StatesFull-TimeManager
Salary$131,600–$171,100 annually in the United States
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceBusiness IntelligenceSalesforceCRM
Requirements
- Bachelor’s degree in Business, Operations, Information Systems, Data Analytics, or related discipline; Master’s degree preferred.
- 10+ years of progressive experience in Customer Success Operations, Revenue Operations, or related business systems/data roles.
- 10+ years of experience supporting or leading Gainsight and CRM platform administration.
- Deep hands-on knowledge of Gainsight configuration, workflows, rules, playbooks, CTAs, and health scoring models.
- Strong understanding of AI-enabled operations, predictive analytics, Next Best Action concepts, and agentic automation.
- Demonstrated experience using AI tools including Copilot, Gainsight AI, and workflow automation platforms.
- Proficiency in data quality, governance, pipeline management, and operational analytics.
- Strong knowledge of Salesforce or comparable CRM platforms and enterprise workflow ecosystems.
- Experience translating strategic priorities into technical requirements and process documentation.
- Exceptional stakeholder management, change management, and influence skills.
- Ability to work with sensitive data with strong judgment regarding access controls.
Responsibilities
- Own and continuously improve the Customer Success technology infrastructure supporting AI-driven customer journeys, intelligent CTAs, health scoring, automated playbooks, and digital engagement.
- Administer and configure Gainsight, including rules engine, data model, workflows, reporting architecture, and platform health.
- Design and maintain Customer Success playbooks covering lifecycle motions, renewal readiness, and AI-enabled workflows.
- Manage digital programs, automated engagement motions, and customer community initiatives to support adoption and retention.
- Ensure data quality, hygiene, and single-source-of-truth practices across Gainsight and CRM systems.
- Translate strategic priorities into technical requirements, including system configuration, automation rules, and integration logic.
- Leverage AI tools such as Copilot and Gainsight AI to simplify processes and improve insight generation.
- Partner with cross-functional teams to resolve dependencies and drive consistent adoption of operational practices.
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