Sr Director, Atlas Customer Operations

The posting, as Gainsight wrote it

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 recom

[…]
hey do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $220,000-$240,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here https://www.gainsight.com/company/.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here! https://www.youtube.com/playlist?list=PLB2Z_xLbXPiAcvQr28ggP2CndoSu29zq_

If this sounds like the right role for you, we’d love to hear from you.

Additional Information

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact askTS@gainsight.com.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.