Senior Director, Customer Operations

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🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $220k - $240k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 $52M Series E - Gainsight on 2017-05

SaaS • B2B • Enterprise

Gainsight is a SaaS company that provides a unified Customer Success platform and related products to help businesses retain, expand, and drive product adoption with their customers. Its offerings include Gainsight CS (customer success), Product Experience (in-app engagements and analytics), Customer Communities, Skilljar (customer education), and AI-powered agents and services (Staircase AI, Agent Studio, Gainsight MCP) that surface insights and automate customer success workflows. Gainsight positions itself as an enterprise-focused, AI-native solution for post-sales teams, emphasizing retention-as-a-service, integrated customer data, and scalability for CSMs and product teams.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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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