Senior AI-Driven Customer Success Operations

Vertex-Inc.; United States; Remote; USD 132,000 - 171,000; Full time

Job summary

Vertex Inc. is seeking a Senior Manager of Customer Success Intelligence & AI Operations to lead the technology backbone powering AI-enabled customer journeys. You will configure Gainsight, manage data quality, and design scalable playbooks and CTAs that drive health scoring and proactive outreach.

You will collaborate with cross-functional teams to translate strategy into technical requirements, oversee data governance, and advance AI-powered customer engagement across segments.

Qualifications

• Bachelor's degree in Business, Operations, Information Systems, Data Analytics, Customer Success, or related field; Master’s degree preferred.
• 10+ years of experience supporting, configuring, or leading Gainsight, CRM, customer success platforms, or related ecosystems.
• Strong technical knowledge of Gainsight, customer success platforms, data infrastructure, and workflow automation.

Responsibilities

• Own, configure, and improve the CS technology infrastructure enabling AI-driven customer journeys and health scoring.
• Hands-on Gainsight platform administration, data model setup, workflow automation, and reporting architecture.
• Design and maintain the CS playbook library, including lifecycle motions, success plans, and AI-agent workflows.
• Manage campaign operations, CTA execution, and digital programs for proactive customer outreach.
• Design and manage the customer digital community, including governance and integration with CS AI strategies.

Skills

Gainsight

CRM platforms

AI operations

Workflow automation

Data analytics

Next Best Action

CTA design

Education

Bachelor\'s Degree

Master\'s Degree preferred

Tools

Gainsight

Salesforce

Automation tools

Job description

Vertex Inc. is seeking a Senior Manager of Customer Success Intelligence & AI Operations to lead the technology backbone powering AI-enabled customer journeys. You will configure Gainsight, manage data quality, and design scalable playbooks and CTAs that drive health scoring and proactive outreach.

You will collaborate with cross-functional teams to translate strategy into technical requirements, oversee data governance, and advance AI-powered customer engagement across segments.