Customer Success Operations Lead, Accela

• The ideal candidate has deep expertise in administering Gainsight, hands-on experience with Staircase AI, and a passion for leveraging technology, automation, and AI to improve customer outcomes and operational efficiency
• 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields
• Deep expertise administering Gainsight, including Health Scores, Rules Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator
• Experience supporting or leading a full Gainsight implementation
• Hands-on experience administering and operationalizing Staircase AI
• Experience leveraging Staircase AI to identify customer risk, adoption trends, renewal indicators, and expansion opportunities
• Experience building customer lifecycle journeys and digital engagement programs
• Experience developing customer segmentation models and scalable customer success strategies
• Strong analytical skills and experience developing operational dashboards and executive reporting
• Experience partnering with Customer Success teams to improve customer outcomes through technology and automation
• Excellent communication, organization, and problem-solving skills

Desirable

• We are seeking a Customer Success Operations Lead to serve as the operational backbone of the Customer Success organization
• This role will own Gainsight, Staircase AI, digital customer engagement programs, customer intelligence initiatives, and emerging AI-powered customer success capabilities
• This individual will partner closely with Customer Success, Product, Support, Services, and Revenue teams to improve customer health, increase adoption, drive retention, and build scalable digital customer success programs
• Customer Success Operations:
• Serve as the primary administrator and strategic owner of Gainsight
• Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health
• Design and maintain customer health scoring frameworks
• Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows
• Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics
• Ensure data quality and operational consistency across Customer Success systems
• Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness
• Digital Customer Success Programs:
• Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator
• Develop customer segmentation strategies and scalable engagement programs
• Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions
• Partner with Customer Success Managers to improve customer engagement through automation and digital outreach
• Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking
• Support and evolve Accela's digital customer success strategy for long-tail customers
• Staircase AI & Customer Intelligence:
• Serve as the primary administrator and business owner for Staircase AI
• Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities
• Operationalize customer insights and health signals across the Customer Success organization
• Build workflows that enable proactive customer engagement based on customer intelligence data
• Continuously improve customer health visibility and risk detection capabilities
• AI & Automation:
• Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes
• Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale
• Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness
• Support the development of AI-powered customer success initiatives and autonomous workflow capabilities
• Explore MCP-enabled technologies and AI integrations that improve customer success operations