Sr Director, Customer Operations

Gainsight•Nashville, TN

4d•Remote

About The Position

Gainsight is hiring a full-time Sr Director, Customer Operations to join its Sales team. Reporting to the EVP & GM, Atlas, this remote role is based in the USA. The position supports Atlas, Gainsight’s AI Native Service, by building the infrastructure and operational practices that capture customer roadblocks, prioritize them, and translate findings into SOP, workflow, and product or engineering changes that improve renewal outcomes. The Sr Director will build and improve processes for collecting and prioritizing feedback from Renewal Managers, QA findings, and agent output; evaluate customer CRM, quoting tools, integrations, and data quality; and maintain customer system profiles to inform workflows and benchmarks. The role will lead SOP and workflow optimization, including use of business operations analysis and Autonomy Rate metrics to identify shared bottlenecks and target improvements. The role will lead and develop Customer Operations Managers, coordinate their assignments and hiring, and partner with Product, Engineering, QA, Delivery, Solution Architects, Commercial Analytics, and customer Sales Ops and RevOps leaders. The successful candidate will bring experience in renewals or quote-to-cash operations, team leadership, CRM/CPQ systems, and AI-enabled operations. Occasional travel for team meetings, training, or company events is required. The starting base salary range is $220,000–$240,000 USD annually. The role is also eligible for an annual bonus and participation in Gainsight’s equity program. Gainsight offers fully covered employee-only medical premiums, flexible PTO, a 401(k) plan, dental and vision coverage, remote work options, a $10,000 lifetime fertility stipend, access to coworking spaces around the globe, quarterly Recharge Holidays, and career development opportunities.

Requirements

15+ years of experience in business operations, business systems, sales operations, or renewals operations.
7+ years of experience managing teams.
End-to-end ownership of a renewal, quoting, or quote-to-cash process.
Leads by example with an iterative fail-small/fail-fast mindset.
Experience building processes and tooling for feedback capture, ticketing, or prioritization.
Strong understanding of how CRM, CPQ, and integration choices affect operational workflows.
Ability to distinguish rules-based work from judgment-based work across a renewal process and write requirements for Product and Engineering.
Exposure to AI-enabled operations, including use of AI tools to change how work gets done and ability to hire and develop others who do the same.
Strong communication skills and ability to provide clear recommendations to customer Sales Ops and RevOps leaders and Delivery Directors.
Ability to own outcomes across teams not directly managed, including QA, Engineering, Delivery, and customer organizations.
Bias to action and willingness to build a function and its processes before everything is standardized.

Nice To Haves

Gainsight product experience, including Gainsight CS.
Background in renewals, customer success operations, or RevOps.
Background in business systems analysis or systems architecture.
Hands-on exposure to AI agents or workflow automation.
Experience working alongside a BPO or nearshore delivery partner.

Responsibilities

Build and maintain processes and tooling to capture roadblocks from Renewal Managers, QA findings, and gaps in agent output.
Define a prioritization approach for captured items using factors such as volume, customer impact, effort to fix, and fit for moving work from human-led to agent-led.
Turn prioritized findings into SOP changes, workflow changes, or product and engineering requirements, and close the feedback loop with the representatives who raised them.
Improve automation so bottlenecks are surfaced through data and agent activity, not only through representative reports.
Assess customer CRM, quoting tools, integrations, and data quality before go-live, and document their impact on agent and Renewal Manager workflows and SOPs.
Maintain records of customer system profiles, including CPQ level, integrations, and technology stack, to identify configurations associated with successful benchmarks and those requiring work.
Partner with Solution Architects and Implementation to validate customer system findings in customer SOPs and workflows.
Lead improvements to SOPs using better data and system integrations between Atlas and CS platforms.
Analyze operations across customers to identify shared bottlenecks and recommend process and integration changes that reduce renewal friction.
Partner with Commercial Analytics to track Autonomy Rate by customer and workflow and identify the next improvements.
Set and maintain standards for SOPs, quoting steps, and system hygiene in partnership with QA.
Lead and develop Customer Operations Managers, assign them to customers based on pipeline, implementation, and go-live demand, and hire people with emerging AI skills.
Partner with FD Product Managers and Engineering on the roadmap for agentic renewal features, substantiating requests with workflow evidence and volume.
Engage customer Sales Ops and RevOps leaders on process standards and data sharing between Gainsight and customers for renewal book mapping, assignment, and coverage improvements from AI signals.
Surface problems, own the path forward, and clarify ownership across teams.
Travel occasionally for team meetings, training, or company events.