AI-Driven CS Systems Architect & Gainsight Lead

UKG; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

UKG is seeking a senior strategist to act as a technical advisor for Customer Success leadership, guiding system enhancements and process improvements to maximize business impact. You will measure ROI, ensure Gainsight and Staircase AI drive critical CS metrics, and design future-state AI workflows for scale.

You will align stakeholders across CS, Sales, Product, and IT, translating business needs into technical specs and driving adoption of new features and automation.

Qualifications

• 5+ years of experience in Business Systems Analysis or Revenue Operations.
• Hands-on experience with Gainsight or a similar Customer Success platform.
• Experience with Staircase AI or other AI-driven CS tools.
• Strong SQL, Python, APIs, and data integration skills.
• Excellent stakeholder management and communication.

Responsibilities

• Advise CS leadership on system enhancements and process improvements.
• Track ROI and ensure CS tools impact key metrics.
• Own future-state architecture for AI agents and automation.
• Lead cross-functional requirements gathering and translate into technical specs.
• Oversee Gainsight and Staircase AI administration and optimization.
• Manage data integrations and data flow between CRM, product databases, and CS platforms.
• Lead end-to-end system implementations and Agile project management.
• Foster user adoption and develop change-management documentation.

Skills

Strategic thinking

Stakeholder management

Project management

Communication

Python scripting

APIs

Education

Bachelor's degree in a relevant field

Tools

Gainsight

Staircase AI

SQL

Tableau

Power BI

Job description

UKG is seeking a senior strategist to act as a technical advisor for Customer Success leadership, guiding system enhancements and process improvements to maximize business impact. You will measure ROI, ensure Gainsight and Staircase AI drive critical CS metrics, and design future-state AI workflows for scale.

You will align stakeholders across CS, Sales, Product, and IT, translating business needs into technical specs and driving adoption of new features and automation.