Sr. Manager, Customer Success Intelligence & AI Operations

Job Description:

The Senior Manager, Customer Success Intelligence & AI Operations is a technical, AI-forward operations leader responsible for configuring, administering, and continuously improving the technology infrastructure that powers Customer Success execution. This role owns the operational design and hands-on configuration of Gainsight, customer success workflows, playbooks, CTAs, health scoring, digital engagement programs, customer community capabilities, automation logic, reporting, and AI-enabled operating mechanisms that make scalable, intelligent customer execution possible.

Every AI agent, predictive model, automated playbook, customer community experience, customer health score, and Next Best Action engine depends on properly configured systems, clean data, well-designed workflows, and disciplined platform governance.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

- Own, configure, and continuously improve the CS technology infrastructure that enables AI-driven customer journeys, intelligent CTAs, customer health scoring, automated playbooks, customer community experiences, predictive models, and scalable execution across customer segments.

- Support hands-on Gainsight platform administration, system configuration, rules engine logic, data model setup, workflow automation, reporting architecture, roadmap execution, enhancement prioritization, testing, release readiness, and ongoing platform health.

- Design, standardize, build, automate, and maintain the Customer Success playbook library, including lifecycle motions, success plans, expansion plays, risk interventions, renewal readiness motions, and AI-agent executable workflows.

- Manage campaign operations, CTA execution, digital programs, and automated engagement motions that enable proactive customer outreach, adoption acceleration, risk mitigation, expansion support, and consistent customer coverage.

- Design, build, implement, configure, and manage the customer digital community from the ground up, including platform requirements, member experience, content structure, engagement workflows, governance processes, reporting, and integration with broader CS digital engagement and AI-enabled customer intelligence strategies.

- Own data quality, hygiene, pipeline management, operational governance, and single-source-of-truth discipline across Gainsight, CRM, customer health, revenue, engagement, lifecycle, and operational data used by AI models and reporting.

- Partner cross-functionally to design processes, align territories, resolve operational dependencies, document workflows, and enable consistent adoption of CS operating practices.

- Translate strategy into technical and operational requirements, including Gainsight configuration, customer community architecture, workflow design, automation rules, playbook logic, data readiness, CTA triggers, journey orchestration inputs, integration requirements, and process documentation required for scale.

- Leverage AI tools and automation capabilities, including Copilot, Gainsight AI, automation builders, workflow tools, and emerging technologies, to simplify processes, improve execution consistency, and continuously identify opportunities for AI enhancement.

- Develop operational reporting, dashboards, governance mechanisms, and performance insights that measure platform health, data quality, playbook adoption, campaign performance, process compliance, customer health movement, and AI-readiness.

- Support territory alignment, segmentation, operational planning, capacity analysis, and execution coordination to ensure CS teams can operate consistently across customer cohorts and coverage models.

- Maintain long-term accountability for platform continuity, data integrity, process evolution, workflow documentation, operational readiness, and secure access to sensitive customer health, revenue, CRM, and operational data.

REQUIRED QUALIFICATIONS:

- Bachelor’s Degree in Business, Operations, Information Sy