Sr Director, Customer Operations

We’re building the AI-driven future of customer success, from retention to growth!

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link https://www.gainsight.com.

About This Role:

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.

In this role, you'll play a key role in helping Atlas, Gainsight's AI Native Service, learn from every customer and improve renewal outcomes by building the infrastructure that captures roadblocks, ranks them, and turns them into SOP, workflow, and roadmap changes. This is a great opportunity for someone who thrives in a startup-style, build-from-scratch environment backed by an established company and enjoys working cross-functionally with teams like Product, Engineering, Delivery, QA, and customer Sales Ops and RevOps. The ideal candidate brings strong skills in renewals and quote-to-cash operations, team leadership, and CRM/CPQ systems understanding.

What You'll Do:

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.

• Use business operations analysis across customers to find shared bottlenecks, and recommend process and integration changes that remove friction from the renewal process.

• Work with Commercial Analytics to track the Autonomy Rate by customer and workflow, and target the next improvements.

• Set the standard for SOPs, quoting steps, and system hygiene across customers, and keep them current in partnership with QA.

Lead the team and partners

• Lead and develop the Customer Operations Managers, assign them to customers based on pipeline, implementation, and go-live demand, and hire people with emerging AI skills.

• Partner with FD Product Managers and Engineering on the roadmap for agentic features that handle renewal steps, with workflow evidence and volume behind each request.

• Engage customer Sales Ops and RevOps leaders on process standards and on the data sharing between Gainsight and the customer for renewal book mapping, assignment, and coverage improvements from AI signals.

• Surface problems, own the path forward, and clarify ownership.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For:

• 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.

• Background in business systems analysis or systems architecture.

• Hands-on exposure to AI agents or workflow automation, or experience working alongside a BPO or nearshore delivery partner.

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, educatio