Director, AI-Driven Customer Intelligence & Platforms

Vertex Inc.; United States; On-site; USD 157,900 - 205,400; Full time

Benefits offered by this job

Remote work

Competitive compensation

Job summary

Vertex Inc. is seeking a Director of Digital Customer Success Services to define and execute a data-driven, AI-powered strategy across onboarding, adoption, renewal, and advocacy.

This role oversees Gainsight and the customer intelligence stack, driving intelligent automation, health analytics, and scalable digital experiences. The leader will collaborate with Product, Marketing, Data & Analytics, and Technology teams to deliver enterprise platform governance, AI-enabled workflows, and

Qualifications

• Deep expertise in AI, generative AI, agentic AI, machine learning, NLP, intelligent automation, and predictive analytics.
• Experience architecting AI-powered customer success strategies with health modeling and next-best-action recommendations.
• Expertise in customer success technologies and digital platforms, including Gainsight, CRM ecosystems, and CDPs.

Responsibilities

• Define and execute the vision, strategy, and operating model for Digital Customer Success Services.
• Own the CS technology ecosystem, including Gainsight, data integrations, automation tools, and AI capabilities.
• Lead the Vertex Customer Community strategy, driving self-service, adoption, and education.
• Design and implement AI-powered customer engagement programs across onboarding, adoption, and renewal.
• Develop customer intelligence capabilities including segmentation, health modeling, and churn forecasting.
• Lead development of agentic AI and intelligent automation to improve scalability and outcomes.

Skills

Artificial intelligence

Generative AI

Agentic AI

Machine learning

NLP

Automation

Gainsight

Data governance

Enterprise architecture

Education

Bachelor's degree in Computer Science, Information Systems, Data Science, AI, Engineering, or related field

Tools

Salesforce

CRM platforms

Customer Data Platform (CDP)

Cloud platforms

Job description

Vertex Inc. is seeking a Director of Digital Customer Success Services to define and execute a data-driven, AI-powered strategy across onboarding, adoption, renewal, and advocacy.

This role oversees Gainsight and the customer intelligence stack, driving intelligent automation, health analytics, and scalable digital experiences. The leader will collaborate with Product, Marketing, Data & Analytics, and Technology teams to deliver enterprise platform governance, AI-enabled workflows, and