Gainsight CSP Playbooks Lead — Customer Ops & Lifecycle

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

Benefits offered by this job

Performance-based bonus

Equity

Generous benefits

Job summary

AlphaSense is seeking a Customer Operations Manager to own the end-to-end build of Gainsight CSP playbooks, health rules, and handoff alerting logic. You will work across lifecycle marketing, CS, and RevOps to translate strategy into scalable CSP content, monitor performance, and ensure high-quality, well-documented configurations.

You will partner with RevOps/CS Ops on data models, CRM dependencies, and cross-system integrations while maintaining rigorous QA and documentation standards to

Qualifications

• 5+ years of hands-on experience building and maintaining playbooks, rules, and workflows in Gainsight CSP (required).
• 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 and anticipating breakage as volume grows.
• Experience partnering with RevOps/CS Ops on data models, CRM integrations, and cross-system dependencies.
• Rigorous QA and documentation; able to establish process and standards where none exist.

Responsibilities

• Own end-to-end build of Gainsight CSP playbooks—from requirements gathering with lifecycle marketing, CS, and RevOps, through configuration, testing, and launch.
• Design and maintain human handoff alerting logic with RevOps to route signals to owners at the right time 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; proactively identify and resolve breakage, logic drift, or data issues.
• Partner with Lifecycle lead and RevOps on data architecture and system dependencies (CRM, health score inputs, product usage data).
• Build and maintain internal documentation of playbook logic, ownership and change history for auditability.
• Continuously evaluate the playbook portfolio for redundancy, performance, and optimization as strategy evolves.
• Serve as Customer Marketing Gainsight SME, advising stakeholders on capabilities and constraints.

Skills

Gainsight CSP

Cross-functional collaboration

QA processes

Documentation

Project management

Job description

AlphaSense is seeking a Customer Operations Manager to own the end-to-end build of Gainsight CSP playbooks, health rules, and handoff alerting logic. You will work across lifecycle marketing, CS, and RevOps to translate strategy into scalable CSP content, monitor performance, and ensure high-quality, well-documented configurations.

You will partner with RevOps/CS Ops on data models, CRM dependencies, and cross-system integrations while maintaining rigorous QA and documentation standards to