Customer Operations Manager, Gainsight

AlphaSense

4d•$99,200 - $124,000

About The Position

AlphaSense is seeking a Customer Operations Manager to own the build, quality, and ongoing maintenance of Gainsight content, including playbooks, health rules, and human handoff alerting logic. The role sits at the intersection of customer marketing and RevOps, translating lifecycle strategy into scalable and reliable Customer Success Platform content. The person in this role will build Customer Marketing content in Gainsight and ensure playbooks meet specifications, while monitoring and reporting on their performance to lifecycle managers and Customer Success counterparts. The Customer Operations Manager will partner with lifecycle marketing, Customer Success, and RevOps stakeholders to gather requirements, configure and test playbooks, and launch them. They will establish quality standards and documentation, monitor playbooks and alerts, manage system dependencies, and serve as the Customer Marketing Gainsight subject matter expert. The position also evaluates the playbook portfolio for redundancy, performance, and optimization opportunities. AlphaSense describes itself as an AI platform for market intelligence and workflow orchestration, serving thousands of organizations with a content universe of more than 500 million premium business documents. The company offers a performance-based bonus, equity, and a benefits program. Base compensation is listed at $99,200–$124,000 USD.

Requirements

At least 5 years of hands-on experience building and maintaining playbooks, rules, and workflows in Gainsight CSP.
Demonstrated experience designing alerting or handoff logic between marketing or lifecycle systems and human teams such as CS, Sales, or RevOps.
Strong systems-thinking mindset and a track record of building scalable systems, with the ability to anticipate how logic may break as volume, segments, or use cases grow.
Experience partnering closely with RevOps or CS Ops on shared data models, CRM integrations, and cross-system dependencies.
Rigorous approach to QA and documentation, with comfort establishing processes and standards where none exist.
Analytical mindset and ability to troubleshoot logic issues independently and communicate root causes clearly to non-technical stakeholders.
Excellent cross-functional communication and project management skills, including the ability to manage concurrent build requests and competing priorities.

Nice To Haves

Familiarity with customer health scoring, lifecycle segmentation, or adoption frameworks.
B2B SaaS experience.
Background in customer marketing, customer success, or RevOps.

Responsibilities

Own the end-to-end build of Gainsight CSP playbooks, from requirements gathering with lifecycle marketing, CS, and RevOps stakeholders through configuration, testing, and launch.
Design and maintain human handoff alerting logic with RevOps so signals reach the appropriate owners at the appropriate time while minimizing false positives and missed triggers.
Establish and enforce build quality standards, including naming conventions, documentation, QA and testing protocols, and version control.
Monitor and report on live playbooks and alerts, proactively identifying and resolving breakage, logic drift, or data issues.
Partner with the Lifecycle lead and RevOps on data architecture and system dependencies, including CRM, health score inputs, and product usage data; flag upstream issues affecting playbook accuracy.
Build and maintain internal documentation of playbook logic, ownership, and change history to support auditability and smooth handoffs.
Evaluate the playbook portfolio for redundancy, performance, and opportunities for consolidation or optimization as lifecycle and adoption strategies evolve.
Serve as the Customer Marketing Gainsight subject matter expert and advise lifecycle marketing and CS stakeholders on capabilities and constraints.