Sr Director, Customer Operations

USA - TN - Remotefull timeRemote

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senior

$220k–$240k

H1B: no

Gainsight The Sr Director, Customer Operations leads the development of infrastructure to capture and rank customer renewal roadblocks and improve SOPs. This role works cross-functionally with Product, Engineering, and Sales Ops to optimize customer success workflows.

Responsibilities

We’re looking for a full-time Sr Director, Customer Operations to join our Sales team reporting to the EVP & GM, Atlas. This role is a remote role based in the USA.
Build the infrastructure that captures how Atlas learns
Design and stand up the process and tooling that captures roadblocks from Renewal Managers, QA findings, and gaps in agent output
Define how captured items are ranked, using volume, customer impact, effort to fix, and fit for moving a step from human-led to agent-led.
Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for Product and Engineering, and close the loop with the reps who raised them.
Improve the automation in this loop over time, so bottlenecks surface from data and agent activity and not only from rep reports.
Understand how customer systems shape the work
Assess each customer’s CRM, quoting tools, integrations, and data quality before go-live, and document how they affect the workflows and SOPs that agents and Renewal Managers can follow.
Maintain a record of customer system profiles, including CPQ level, integrations, and tech stack, so Atlas can see which setups support successful benchmarks and which need work first.
Partner with Solution Architects and Implementation so what is learned about a customer’s systems is validated in customer SOPs and workflows provided
Lead optimization of SOPs and workflows
Lead the effort to improve SOPs with better data and system integrations between Atlas and CS platforms.

Qualification

Strong understanding of how CRMExposure to AI-enabled operationsStrong communication skillsNice-to-have skills or experienceGainsight product experienceBackground in renewals

Required

15+ years of experience in business operations, business systems, sales operations, or renewals operations, including 7+ years managing teams, with end-to-end ownership of a renewal, quoting, or quote-to-cash process.
Leads by example with an iterative fail small/fail fast mindset
Experience building the process and tooling that captures feedback, ticketing process, or prioritization framework.
Strong understanding of how CRM, CPQ, and integration choices affect operational workflows
Ability to separate rules-based work from judgment-based work across a renewal process with ability to write requirements for product and engineering
Exposure to AI-enabled operations. You’ve used AI tools to change how work gets done and can hire and develop others who do the same.
Strong communication skills. You can work with customer Sales Ops and RevOps leaders and with Delivery Directors give clear recommendations for change.
Comfort owning outcomes across teams you do not manage, including QA, engineering, delivery, and the customer’s own organization.
A bias to action and a willingness to build a function and its processes before everything is standardized.
Nice-to-have skills or experience:
Gainsight product experience, including Gainsight CS.
Background in renewals, customer success operations, or RevOps.

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Annual Bonus

Company

Gainsight

View company page

Source: ashby

Active within the past hour

Remote-friendly

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CRMCPQSales OpsRevOpsworkflow designprocess optimization

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Sr Director, Customer Operations at Gainsight · LumiJobs