Senior Manager, AI-Driven CS Intelligence & Ops

Vertex Inc.

United States

On-site

USD 132,000 - 171,000

Full time

4 days ago

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Job summary

Vertex Inc. seeks a Senior Manager, Customer Success Intelligence & AI Operations to lead the tech infrastructure powering CS execution, including Gainsight configurations, AI-enabled workflows, health scoring, and automated playbooks across segments.

You will own data quality, governance, and cross-functional collaboration to scale customer outcomes with predictive models, CTAs, and community experiences, while maintaining scalable, compliant operations.

Qualifications

Bachelor’s degree in a related field; Master’s degree preferred.
Deep knowledge of Gainsight and CS tech, AI-enabled operations and data infrastructure.
Experience with AI tools, workflow automation, reporting, and scale of CS operations.
10+ years supporting/configuring Gainsight, CRM, or related platforms.

Responsibilities

Own and continuously improve the CS tech stack enabling AI-driven journeys and health scoring.
Administer Gainsight configurations, data models, and workflow automation; ensure platform health.
Design, build, and maintain playbooks, CTAs, campaigns, and AI-driven workflows.
Lead data quality, governance, and single source of truth across CS data ecosystems.
Partner cross-functionally to align processes and enable scalable CS operating practices.