Sr Director, Customer Operations (Fully Remote)

Gainsight; United States; Remote; USD 200,000 - 260,000; Full time

Benefits offered by this job

Medical premiums covered

Flexible PTO

401(k)

Dental + Vision coverage

Fertility stipend

Coworking spaces globally

Recharge Holidays quarterly

Human-First culture

Job summary

Gainsight is seeking a Sr Director, Customer Operations to join our Sales team and help Atlas learn from every customer. This remote role in the USA thrives in a startup-style, build-from-scratch environment backed by an established company.

You'll work cross-functionally with Product, Engineering, Delivery, QA, and customer Sales Ops and RevOps to build AI-enabled features and scalable processes. The ideal candidate has extensive ops leadership experience and a proactive, outcomes-driven

Qualifications

• 15+ years in business operations, sales operations, or renewals operations.
• 7+ years managing teams.
• Strong understanding of CRM, CPQ, and integrations.
• Exposure to AI-enabled operations with a bias to action to build functions before everything is standardized.

Responsibilities

• Build the infrastructure that captures how Atlas learns from roadblocks, QA findings, and gaps in agent output.
• Assess each customer's CRM, quoting tools, and data quality to shape workflows and SOPs.
• Lead and develop Customer Operations Managers and partner with Product and Engineering on AI-agent features.

Skills

CRM

CPQ

People management

Cross-functional collaboration

AI in ops

Job description

• We are looking for a Sr Director, Customer Operations to join our Sales team and help Atlas learn from every customer.
• This role is remote in the USA and thrives in a startup-style, build-from-scratch environment backed by an established company.
• You'll work cross-functionally with Product, Engineering, Delivery, QA, and customer Sales Ops and RevOps.

What You'll Do:

• Build the infrastructure that captures how Atlas learns from roadblocks, QA findings, and gaps in agent output.
• Assess each customer's CRM, quoting tools, and data quality to shape workflows and SOPs.
• Lead and develop Customer Operations Managers and partner with Product and Engineering on AI-agent features.

What We're Looking For:

• 15+ years in business operations, sales operations, or renewals operations with 7+ years managing teams.
• Strong understanding of CRM, CPQ, and integrations, with an ability to separate rules-based from judgment-based work.
• Exposure to AI-enabled operations and a bias to action to build functions before everything is standardized.

Why You'll Love It Here:

• Fully covered medical premiums, flexible PTO, 401(k), dental and vision coverage.
• $10,000 lifetime fertility stipend and access to coworking spaces globally.
• Recharge Holidays one long weekend each quarter, plus a Human-First culture.

Gainsight

Gainsight is an AI-powered retention engine and CustomerOS platform that orchestrates customer journeys for over 2,000 companies. The culture is Human-First, collaborative, and focused on solving real-world problems with stability and support.