Sr Director, Customer Operations

Gainsight•Nashville, TN

4d•$220,000 - $240,000•Remote

About The Position

Gainsight is seeking a full-time Sr Director, Customer Operations to join its Sales team. The role reports to the EVP & GM, Atlas and is remote within the USA. The position will build the operations infrastructure that helps Atlas, Gainsight’s AI-native service, learn from customer work and improve renewal outcomes. This includes capturing and prioritizing operational roadblocks and turning findings into SOP, workflow, and product changes. The role works in a startup-style, build-from-scratch environment within an established company and collaborates with Product, Engineering, Delivery, QA, customer Sales Operations, and RevOps. It leads Customer Operations Managers, improves customer renewal workflows and standards, and partners with product and engineering teams on agentic renewal capabilities. Occasional travel is required for team meetings, training, or company events.

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 from judgment-based work across a renewal process and write requirements for Product and Engineering.
Exposure to AI-enabled operations, including using AI tools to change how work gets done and the ability to hire and develop others who do the same.
Strong communication skills and ability to give clear recommendations for change to customer Sales Ops and RevOps leaders and Delivery Directors.
Comfort owning 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

Experience with Gainsight products, 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, or experience working alongside a BPO or nearshore delivery partner.

Responsibilities

Design and establish processes and tools to capture roadblocks reported by Renewal Managers, QA findings, and gaps in agent output.
Create a prioritization method for captured items based on volume, customer impact, effort to fix, and suitability for moving work from human-led to agent-led.
Run the process that converts prioritized items into SOP changes, workflow changes, or Product and Engineering requirements, and communicate outcomes to the representatives who raised them.
Improve automation so bottlenecks can be identified from data and agent activity, rather than relying only on rep reports.
Assess customers’ CRM, quoting tools, integrations, and data quality before go-live, and document their effects on workflows and SOPs.
Maintain customer system profiles, including CPQ level, integrations, and technology stack, to identify systems associated with successful benchmarks and those needing work.
Partner with Solution Architects and Implementation to validate customer-system findings in the customer SOPs and workflows provided.
Lead improvements to SOPs using better data and integrations between Atlas and customer success platforms.
Analyze operations across customers to identify shared bottlenecks and recommend process and integration changes that reduce renewal friction.
Work with Commercial Analytics to track Autonomy Rate by customer and workflow and target further improvements.
Set and maintain standards for SOPs, quoting steps, and system hygiene in partnership with QA.
Lead and develop Customer Operations Managers, assign them according to 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, supporting requests with workflow evidence and volume.
Engage customer Sales Ops and RevOps leaders on process standards and data sharing for renewal-book mapping, assignment, and AI-signal-driven coverage improvements.
Surface problems, own the path forward, and clarify ownership.
Travel occasionally for team meetings, training, or company events.