Customer Success Operations Manager, AppOmni

• Minimum 5 years in CS Operations, RevOps, or systems-focused GTM roles at a SaaS company
• Admin-level expertise in Gainsight and Zendesk, including configuration of scorecards, journeys, dashboards, and integrations
• Demonstrated experience integrating data across systems (Salesforce, support tools, telemetry) to drive real-time insights and operational workflows
• Proficiency with LLM platforms (Nice to have: ChatGPT, Claude) and AI-enabled workflow tools; capable of structuring prompts, building automations, and delivering functional solutions
• Familiarity with APIs, JSON, and tools like Zapier or Make; strong working knowledge of how to design and troubleshoot cross-platform integrations
• Deep understanding of CS lifecycle stages, risk indicators, and workflow orchestration

Desirable

• This role is responsible for designing, implementing, and owning the foundational systems that enable scalable, data-informed Customer Success operations at AppOmni
• The scope includes establishing reliable customer health visibility, integrating key operational systems, and applying AI-first workflows to automate manual work and improve team efficiency
• The role is positioned as a high-leverage builder responsible for CS tool architecture and administration
• The focus is on durable systems, actionable data, and automation that reduces churn risk and supports efficient, consistent customer engagement
• Build and maintain a centralized customer health dashboard in Gainsight (or equivalent)
• Define and operationalize health scoring using data from support, product usage, Salesforce, and other sources
• Translate health scores into real-time workflows and signals that inform account prioritization and action
• Own the end-to-end integration of data across CS, product, and support systems to provide a unified view of customer posture
• Build internal dashboards and tooling that streamline execution for CSMs, TAMs, and leadership
• Ensure alignment between CS systems and the broader GTM and product data ecosystem
• Design and implement AI-enabled workflows to reduce repetitive tasks, increase speed to insight, and improve decision quality
• Leverage LLMs (e.g., ChatGPT, Claude), no-code platforms, and native tool integrations (e.g., Gainsight Horizon AI) to create scalable solutions
• Maintain ownership of internal prompt libraries, AI assistants, and use-case-specific automations
• Build structured systems that support key CS processes such as onboarding, renewals, escalations, and executive business reviews
• Eliminate inefficiencies through systems design, workflow simplification, and automation
• Serve as the primary CS systems architect, collaborating with Product, Engineering, RevOps, and Data