Customer Success Intelligence & AI Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Customer Success Intelligence & AI Operations based in United States.

This is a senior, AI-focused operations leadership role responsible for building and optimizing the technology ecosystem that powers scalable Customer Success execution. You will own the configuration and continuous improvement of Gainsight, customer workflows, playbooks, health scoring, digital engagement, and automation capabilities. The role combines technical platform expertise with strategic operational leadership, helping transform customer data and AI capabilities into measurable business outcomes. You will establish reliable processes, governance, and data foundations that enable predictive insights, intelligent customer journeys, and automated execution. Working across Customer Success, Revenue Operations, Technology, Data, and other functions, you will translate strategic priorities into scalable technical solutions. You will also help develop digital community capabilities and AI-enabled operating mechanisms that improve adoption, retention, expansion, and customer engagement. This opportunity is ideal for a technically strong operations leader who enjoys driving transformation, automation, and continuous improvement in a fast-paced environment.

• Own and continuously improve the Customer Success technology infrastructure supporting AI-driven customer journeys, intelligent CTAs, health scoring, automated playbooks, digital engagement, predictive models, and scalable execution.
• Administer and configure Gainsight, including its rules engine, data model, workflows, reporting architecture, enhancements, testing, release readiness, and overall platform health.
• Design, standardize, build, automate, and maintain Customer Success playbooks covering lifecycle motions, success plans, expansion opportunities, risk interventions, renewal readiness, and AI-enabled workflows.
• Manage campaigns, CTAs, digital programs, and automated engagement motions designed to support proactive outreach, customer adoption, risk mitigation, expansion, and consistent customer coverage.
• Lead the design and operationalization of a customer digital community, including platform requirements, member experience, content structure, engagement workflows, governance, reporting, and integration with broader customer engagement strategies.
• Own data quality, hygiene, governance, and single-source-of-truth practices across Gainsight, CRM, customer health, revenue, engagement, lifecycle, and operational data.
• Translate strategic priorities into technical requirements covering system configuration, workflow design, automation rules, playbook logic, data readiness, CTA triggers, journey orchestration, integrations, and process documentation.
• Leverage AI and automation capabilities such as Copilot, Gainsight AI, workflow builders, and emerging technologies to simplify processes, increase consistency, improve insight generation, and scale operations.
• Develop dashboards, reporting frameworks, and governance mechanisms to monitor platform health, data quality, playbook adoption, campaign performance, process compliance, customer health, and AI readiness.
• Support territory alignment, segmentation, operational planning, capacity analysis, and execution coordination across customer cohorts and coverage models.
• Partner with cross-functional teams to align processes, resolve dependencies, document workflows, and drive consistent adoption of Customer Success operating practices.
• Maintain long-term accountability for platform continuity, data integrity, workflow documentation, operational readiness, and appropriate access to sensitive customer, revenue, CRM, and operational data.

• Bachelor’s degree in Business, Operations, Information Systems, Data Analytics, Customer Success, Customer Experience, Organizational Leadership, or a related discipline; a Master’s degree is preferred.
• 10+ years of progressive experience in Customer Success Operations, Customer Experience Operations, Revenue Operations, business systems, data operations, platform administration, process enablement, or related areas.
• 10+ years of experience supporting, configuring, or leading Gainsight, CRM platforms, customer success technologies, customer community platforms, workflow automation, business intelligence, operational reporting, or integrated customer data ecosystems.
• Deep hands-on knowledge of Gainsight, including platform administration, system configuration, workflows, rules, playbooks, CTAs, health scoring, reporting, and customer success operating models.
• Strong understanding of AI-enabled operations, predictive analytics, Next Best Action concepts, agentic automation, intelligent customer journeys, and scalable digital engagement.
• Demonstrated experience using AI and automation tools, including Copilot, Gainsight AI, workflow automation, reporting platforms, and emerging technologies.
• Proven experience designing and executing technology workflows, playbooks, CTAs, health workflows, digital campaigns, automated lifecycle programs, community experiences, and governance processes.
• Strong data quality, governance, pipeline management, reporting, and operational analytics capabilities, with an ability to ensure customer and business data remains accurate, connected, and actionable.
• Experience translating strategic priorities into technical requirements, system configurations, data architecture, workflow logic, process documentation, and scalable enablement plans.
• Strong knowledge of Salesforce or comparable CRM platforms, customer success technologies, community platforms, data integration concepts, BI tools, automation technologies, and enterprise workflow ecosystems.
• Exceptional communication skills.