Senior Director, Customer Operations - Remote

Gainsight; Tennessee; Hybrid; USD 220,000 - 240,000; Full time

Benefits offered by this job

Fully covered medical premiums

Remote work options

$10,000 fertility stipend

Coworking spaces access

Recharge Holidays

Job summary

Gainsight is hiring a Sr Director of Customer Operations to lead our Sales team in optimizing renewal and quote-to-cash workflows. This remote USA-based role reports to the EVP & GM, Atlas, and requires extensive experience in renewals operations and AI-enabled processes.

You will design and implement SOPs, automate loop cycles, and partner with Solution Architects, QA, and Engineering to deliver measurable improvements in customer outcomes across a growing portfolio.

Qualifications

• 15+ years of experience in business operations, business systems, sales operations, or renewals operations with end-to-end ownership of renewal/quote-to-cash.
• Leads by example with an iterative fail small/fail fast mindset.
• Experience building processes and tooling to capture feedback, ticketing, or prioritization frameworks.
• Strong understanding of how CRM, CPQ, and integrations affect workflows.

Responsibilities

• Design and stand up processes and tooling to capture roadblocks from Renewal Managers, QA findings, and gaps in agent output.
• Define ranking criteria and drive SOP/workflow changes with Product and Engineering.
• Lead optimization of SOPs and workflows across customers for streamlined renewals."
• Lead the Customer Operations team and partners, hiring people with emerging AI skills and coordinating with Product and Engineering on AI-enabled renewal features.

Skills

Leadership & people management

AI-enabled operations

CRM/CPQ impact on workflows

Renewals/quotations ownership

Cross-functional collaboration

Data-driven decision making

Tools

CRM systems (Salesforce)

CPQ tools

AI tools

Job description

Gainsight is hiring a Sr Director of Customer Operations to lead our Sales team in optimizing renewal and quote-to-cash workflows. This remote USA-based role reports to the EVP & GM, Atlas, and requires extensive experience in renewals operations and AI-enabled processes.

You will design and implement SOPs, automate loop cycles, and partner with Solution Architects, QA, and Engineering to deliver measurable improvements in customer outcomes across a growing portfolio.