Gainsight CSP Playbooks Lead

AlphaSense; United States; Remote; USD 99,000 - 124,000; Full time

Job summary

AlphaSense is seeking a Customer Operations Manager to own Gainsight CSP playbooks, health rules, and handoff alerting logic. This role sits at the intersection of customer marketing and RevOps, translating lifecycle strategy into scalable CSP content built to specification.

You will collaborate with lifecycle marketing, CS, and RevOps, design robust alerting, enforce build quality, monitor performance, and document changes to support audits as the team scales.

Qualifications

• 5+ years of hands-on experience building and maintaining playbooks, rules, and workflows in Gainsight CSP (required).
• Demonstrated experience designing alerting or handoff logic between marketing/lifecycle systems and human teams (CS, Sales, RevOps).
• Strong systems-thinking mindset with a track record of building for scale — anticipate breakage as volume/use-cases grow.
• Experience partnering with RevOps or CS Ops on data models, CRM integrations, and cross-system dependencies.
• Rigorous approach to QA and documentation; able to establish processes and standards where none exist.

Responsibilities

• Own end-to-end build of Gainsight CSP playbooks — from requirements gathering with lifecycle marketing, CS, and RevOps stakeholders through configuration, testing, and launch.
• Design and maintain human handoff alerting logic in partnership with RevOps, ensuring signals route correctly with minimal false positives.
• Establish and enforce build quality standards (naming conventions, documentation, QA/testing protocols, version control).
• Monitor and report on live playbooks and alerts, identifying and resolving breakage, data issues, or logic drift.
• Partner with Lifecycle lead and RevOps on data architecture and system dependencies that feed CSP logic.
• Build and maintain internal documentation of playbook logic, ownership, and change history.
• Continuously evaluate the playbook portfolio for redundancy and optimization.
• Serve as Customer Marketing Gainsight SME, advising stakeholders on capabilities and constraints.

Skills

Gainsight CSP

Playbooks

Alerting logic

Lifecycle marketing

RevOps collaboration

QA & documentation

B2B SaaS

Tools

Salesforce

Job description

AlphaSense is seeking a Customer Operations Manager to own Gainsight CSP playbooks, health rules, and handoff alerting logic. This role sits at the intersection of customer marketing and RevOps, translating lifecycle strategy into scalable CSP content built to specification.

You will collaborate with lifecycle marketing, CS, and RevOps, design robust alerting, enforce build quality, monitor performance, and document changes to support audits as the team scales.