Sr. Manager, Customer Success Intelligence & AI Operations

About this role

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...