Senior Director, AI-Driven Customer Operations (Remote)

Gainsight; Nashville (TN); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Remote work options

Competitive compensation

Fully covered medical premiums

Job summary

Gainsight is seeking a Sr Director, Customer Operations to join our Sales team and remotely based in the USA. You will lead renewals operations, define SOPs, and build the infrastructure for Atlas learner loops that improve renewal outcomes across customers.

You will manage Renewal Managers and partner with Product, Engineering, Delivery, QA, and RevOps to drive automation and data-backed process improvements. Strong CRM/CPQ experience and AI exposure are essential.

Qualifications

• 15+ years of experience in business operations, business systems, sales operations, or renewals operations; includes 7+ years managing teams.
• Leads by example with an iterative fail small/fail fast mindset.
• Experience building processes and tooling to capture feedback and prioritization.
• Strong understanding of how CRM, CPQ, and integration choices affect workflows.
• Ability to separate rules-based work from judgment-based work and write product/engineering requirements.
• Exposure to AI-enabled operations and ability to hire/develop others in this space.
• Excellent communication with customer Sales Ops and RevOps leaders and with Delivery Directors.

Responsibilities

• Build the infrastructure that captures how Atlas learns and improve renewal outcomes.
• Design and stand up processes and tooling to capture roadblocks from Renewal Managers, QA findings, and gaps in agent output.
• Rank captured items by impact, effort, and fit for moving to SOP/workflow changes.
• Turn ranked items into SOP/workflow changes or product/engineering requirements; close the loop with the origin reps.
• Improve automation of the loop so bottlenecks are surfaced by data and agent activity.
• Assess customer systems (CRM, quoting tools, integrations) before go-live and document impact on workflows.
• Maintain customer system profiles to guide SOP/workflow; partner with Solution Architects and Implementation.
• Lead SOP/workflow optimization and set standards across customers with QA alignment.
• Lead and develop Customer Operations Managers; hire with AI skills; coordinate with Product/Engineering for roadmap.
• Engage Sales Ops/RevOps leadership on data sharing and renewal book mapping with AI signals.

Skills

CRM/CPQ understanding

Team leadership

Renewals operations

Quote-to-Cash

AI tools exposure

Strong communication

Tools

CRM systems

CPQ systems

Job description

Gainsight is seeking a Sr Director, Customer Operations to join our Sales team and remotely based in the USA. You will lead renewals operations, define SOPs, and build the infrastructure for Atlas learner loops that improve renewal outcomes across customers.

You will manage Renewal Managers and partner with Product, Engineering, Delivery, QA, and RevOps to drive automation and data-backed process improvements. Strong CRM/CPQ experience and AI exposure are essential.