Customer Operations Manager, Gainsight

Role Overview

The Customer Operations Manager will own the build, quality, and ongoing maintenance of Gainsight content, including playbooks, health rules, and human handoff alerting logic. This role sits at the intersection of customer marketing and RevOps, translating lifecycle strategy into scalable, reliably-functioning CSP content.

What You Will Do

The Customer Operations Manager will own end-to-end build of Gainsight CSP playbooks, design and maintain human handoff alerting logic, establish and enforce build quality standards, monitor and report on live playbooks, and partner with Lifecycle lead and RevOps on data architecture and system dependencies.

Why It Might Be a Fit

The ideal candidate will have 5+ years of experience building and maintaining playbooks, rules, and workflows in Gainsight CSP, a strong systems-thinking mindset, and excellent cross-functional communication and project management skills.

Requirements

• 5+ years of hands-on experience building and maintaining playbooks, rules, and workflows in Gainsight CSP
• Demonstrated experience designing alerting or handoff logic between marketing/lifecycle systems and human teams
• Strong systems-thinking mindset with a track record of building for scale
• Experience partnering closely with RevOps or CS Ops on shared data models, CRM integrations, and cross-system dependencies
• Rigorous approach to QA and documentation; comfortable establishing process and standards where none exist
• Familiarity with customer health scoring, lifecycle segmentation, or adoption frameworks strongly preferred
• Analytical mindset with the ability to troubleshoot logic issues independently and communicate root cause clearly to non-technical stakeholders
• Excellent cross-functional communication and project management skills; able to manage multiple concurrent build requests and competing priorities
• B2B SaaS experience preferred; customer marketing, customer success, or RevOps background all relevant

Benefits

• Base Compensation Range: $99,200—$124,000 USD
• Performance-based bonus
• Equity
• Generous benefits program

Tagged as: Gainsight