Customer Success Operations Specialist

About the Company

The organization operates in the government software industry, providing cloud‑based SaaS solutions designed to improve efficiency, transparency, and citizen engagement for local governments. It addresses challenges faced by government agencies in delivering services effectively while managing limited resources. The platform supports various government functions such as planning, building, and service request management, enabling smaller agencies to access technology typically available to larger cities.

About the Opportunity

The Customer Success Operations Lead role is focused on enhancing the effectiveness of the Customer Success organization by managing key customer success technologies and programs. This position oversees platforms like Gainsight and Staircase AI to improve customer health, adoption, retention, and engagement through scalable, data‑driven digital initiatives. The role collaborates across multiple teams to drive operational efficiency and deliver meaningful customer outcomes.

Responsibilities

• Administer and strategically manage Gainsight platform, including configuration, governance, and reporting.
• Design and maintain customer health scoring models and automation workflows.
• Develop executive dashboards and operational metrics for customer success.
• Ensure data quality and consistency across customer success systems.
• Improve processes and workflows in partnership with customer success leadership.
• Design and optimize digital customer lifecycle programs using Gainsight Journey Orchestrator.
• Develop customer segmentation and automated engagement journeys.
• Collaborate with Customer Success Managers to enhance digital outreach.
• Measure and optimize program effectiveness through analytics.
• Administer and manage Staircase AI to develop customer intelligence programs.
• Operationalize insights to support proactive customer engagement.
• Identify and implement AI and automation opportunities to improve customer success efficiency.
• Evaluate emerging AI technologies and support AI‑powered customer success initiatives.

Requirements

• Minimum 3 years in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields.
• Expertise in Gainsight administration including health scores, rules engine, playbooks, success plans, reporting, dashboards, and journey orchestrator.
• Experience with full Gainsight implementation.
• Hands‑on experience with Staircase AI and leveraging it to identify customer risk and opportunities.
• Ability to build customer lifecycle journeys and scalable engagement programs.
• Strong analytical skills with experience in operational dashboards and reporting.
• Proven collaboration with Customer Success teams to enhance outcomes through technology and automation.
• Excellent communication, organizational, and problem‑solving skills.