Sr. Manager, Customer Success Intelligence & AI Operations

About this role

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.


Accountabilities

• 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, e...