Senior Director, Customer Operations

🕒 Outubro 29

🎸 Tennessee – Remoto

🎸 Tennessee – Remote

💵 $220.000 - $240.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Gainsight

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

☁️ SaaS

🤝 B2B

🏢 Corporativo

💰 $52.000.000 Series E - Gainsight em 2017-05

SaaS • B2B • Enterprise

Gainsight é uma empresa de SaaS que oferece uma plataforma unificada de Sucesso do Cliente e produtos relacionados para ajudar as empresas a reter, expandir e impulsionar a adoção de produtos junto aos seus clientes. Suas ofertas incluem Gainsight CS (sucesso do cliente), Product Experience (engajamentos e análises in-app), Comunidades de Clientes, Skilljar (educação do cliente), e agentes e serviços impulsionados por IA (Staircase AI, Agent Studio, Gainsight MCP) que destacam insights e automatizam fluxos de trabalho de sucesso do cliente. A Gainsight se posiciona como uma solução focada em grandes empresas, nativa em IA para equipes de pós-venda, enfatizando retenção como serviço, dados integrados dos clientes e escalabilidade para CSMs e equipes de produto.

Descrição

• Report to the EVP & GM, Atlas • Build processes and tooling to capture roadblocks from Renewal Managers, QA findings, and agent output gaps • Define prioritization using volume, customer impact, effort to fix, and suitability for moving work from human-led to agent-led • Convert ranked items into SOP changes, workflow changes, or Product and Engineering requirements • Close the feedback loop with representatives who raised issues • Improve automation so bottlenecks surface from data and agent activity • Assess customer CRM, quoting tools, integrations, and data quality before go-live • Document how customer systems affect agent and Renewal Manager workflows and SOPs • Maintain customer system profiles covering CPQ level, integrations, and technology stack • Partner with Solution Architects and Implementation to validate customer-system learnings in customer SOPs and workflows • Improve SOPs through better data and integrations between Atlas and customer-success platforms • Analyze operations across customers to identify shared renewal bottlenecks and recommend process and integration changes • Track Autonomy Rate by customer and workflow with Commercial Analytics • Set standards for SOPs, quoting steps, and system hygiene in partnership with QA • Lead and develop Customer Operations Managers; assign them based on pipeline, implementation, and go-live demand • Hire people with emerging AI skills • Partner with Product Managers and Engineering on the roadmap for agentic renewal features • Engage customer Sales Ops and RevOps leaders on process standards and data sharing for renewal book mapping, assignment, and coverage improvements • Surface problems, own the path forward, and clarify ownership

🎯 Requisitos

• 15+ years of experience in business operations, business systems, sales operations, or renewals operations • 7+ years managing teams • End-to-end ownership of a renewal, quoting, or quote-to-cash process • Experience building processes and tooling for feedback capture, ticketing, or prioritization • Strong understanding of CRM, CPQ, and integration choices and their effect on operational workflows • Ability to distinguish rules-based work from judgment-based work across a renewal process • Ability to write requirements for Product and Engineering • Exposure to AI-enabled operations and use of AI tools to change how work gets done • Ability to hire and develop people with emerging AI skills • Strong communication skills with customer Sales Ops, RevOps, and Delivery leaders • Ability to own outcomes across QA, Engineering, Delivery, and customer organizations • Willingness to build a function and its processes before everything is standardized • Occasional travel for team meetings, training, or company events • Gainsight product experience, including Gainsight CS (nice to have) • Background in renewals, customer success operations, or RevOps (nice to have) • Background in business systems analysis or systems architecture (nice to have) • Hands-on exposure to AI agents or workflow automation, or experience alongside a BPO or nearshore delivery partner (nice to have)

🏖️ Benefícios

• Annual bonus eligibility • Participation in Gainsight’s equity program • Fully covered medical premiums (employee-only) • Flexible PTO • 401(k) plan • Dental and vision coverage • Remote work options • $10,000 lifetime fertility stipend • Access to coworking spaces around the globe • Recharge Holidays: one long weekend each quarter • Mentoring and career development opportunities

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