Customer Success Operations Lead

Accela

Customer Success Operations Lead enhancing customer engagement through Gainsight and AI technology at Accela. Collaborating across teams to improve customer outcomes and operational efficiency.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

flexible time off
comprehensive medical, dental, and vision plans
family planning benefits
401(k) retirement savings plan with company match
health savings account with company contributions
flexible spending account
life, accident, and disability coverage
business travel insurance
employee assistance programs
other well-being benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Gainsight Health ScoresRules EnginePlaybooksSuccess PlansJourney OrchestratorCustomer Health ReportingOperational MetricsCustomer Engagement AutomationCustomer Intelligence ProgramsData Quality Management

Soft Skills

Analytical SkillsCommunication SkillsOrganizational SkillsProblem-Solving Skills