Senior Director, Customer Operations
New
G
GainsightCustomer success software
USA - TN - Remote; This role is a remote role based in the USA.Full-TimeDirector
SalaryThe starting base salary range for this role is $220,000-$240,000 USD annually. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
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Job Details
- Experience
- 15+ years of experience in business operations, business systems, sales operations, or renewals operations, including 7+ years managing teams
- Required Skills
- Business OperationsCRM
Requirements
- Have 15+ years of experience in business operations, business systems, sales operations, or renewals operations.
- Have 7+ years of experience managing teams.
- Have end-to-end ownership experience for a renewal, quoting, or quote-to-cash process.
- Have experience building processes and tooling for feedback capture, ticketing, or prioritization.
- Understand how CRM, CPQ, and integration choices affect operational workflows.
- Be able to distinguish rules-based work from judgment-based work across a renewal process.
- Be able to write requirements for Product and Engineering.
- Have exposure to AI-enabled operations and experience using AI tools to change how work gets done.
- Be able to hire and develop others working with AI-enabled operations.
- Be comfortable owning outcomes across teams and customer organizations that you do not manage.
- Be willing to build a function and its processes before everything is standardized.
- Occasional travel is required for team meetings, training, or company events.
- Nice to have: Gainsight product experience, including Gainsight CS.
- Nice to have: experience in renewals, customer success operations, RevOps, business systems analysis, or systems architecture.
- Nice to have: hands-on exposure to AI agents or workflow automation, or experience working alongside a BPO or nearshore delivery partner.
Responsibilities
- Build processes and tooling to capture roadblocks from Renewal Managers, QA findings, and gaps in agent output.
- Rank captured items by volume, customer impact, effort to fix, and suitability for moving work from human-led to agent-led.
- Turn prioritized items into SOP changes, workflow changes, or Product and Engineering requirements, and close the loop with the reps who raised them.
- Assess customer CRM, quoting tools, integrations, and data quality before go-live, and document their effects on workflows and SOPs.
- Maintain customer system profiles, including CPQ level, integrations, and technology stack.
- Lead improvements to SOPs and workflows using data and integrations between Atlas and customer success platforms.
- Analyze operations across customers to identify shared renewal bottlenecks and recommend process and integration changes.
- Work with Commercial Analytics to track Autonomy Rate by customer and workflow.
- Lead and develop Customer Operations Managers, assign them to customers, and hire people with emerging AI skills.
- Partner with Product, Engineering, QA, Delivery, Solution Architects, Implementation, and customer Sales Ops and RevOps leaders.
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