Gainsight Director, CS Operations
Job Summary
Job Description
Saviynt is seeking a dynamic and strategic Gainsight Director, CS Operations to elevate their Customer Success platform. This is a startup role focused on optimizing the Gainsight environment, automating processes, and shaping scalable CS operations. The Director will partner with Customer Success Leadership, Enablement, Systems, and Analytics teams to ensure Gainsight is intuitive and indispensable for CSMs, directly impacting customer retention and expansion. Responsibilities include owning and optimizing the Customer Success Tech Stack (Gainsight, Salesforce), enabling CSM efficiency through tooling enhancements, driving operational excellence with governance and SOPs, leading cross-functional programs with Product, Data, and Sales, and measuring impact through performance frameworks. The role requires independent work in a fast-moving startup environment, implementing CS playbooks, and providing training and process improvements.
Must have:
- 7+ years in Customer Success or CS Operations
- Hands-on experience with Gainsight platform
- Strong data management and reporting skills
- Proficiency in Gainsight Reports, Salesforce, Tableau
- Excellent project management skills
- Ability to design scalable CS platforms
- Cross-functional collaboration experience
- Highly analytical and data-driven
- Ability to work independently in a startup environment
- Gainsight Certifications are required
Good to have:
- Experience with Journey Orchestrator
- Troubleshoot system issues and drive process improvements
- Strong understanding of CS strategies and programs
- Build scalable frameworks for customer experience
Perks:
- Competitive total rewards package
- Learning and growth opportunities
- Challenging yet rewarding work
- Welcoming and positive work environment
- Opportunity to build scalable processes
- Discretionary bonus plan
9 skills required
Job Details
Saviynt is a leading identity authority platform, empowering organizations to secure and manage digital access in a rapidly transforming world. Our Enterprise Identity Cloud provides unparalleled visibility, control, and intelligence, enabling customers to defend against cyber threats while seamlessly empowering their workforce.
We are seeking a dynamic and strategic Gainsight Director, CS Operations to elevate our Customer Success (CS) platform. This is a true startup role, requiring a scrappy individual with a "no-job-too-big-or-too-small" mindset. You'll be at the forefront of optimizing our Gainsight environment, automating processes, and shaping the future of Saviynt's scalable CS operations.
In this role, you'll partner closely with Customer Success Leadership, Enablement, Systems, and Analytics teams. Your mission will be to ensure Gainsight is intuitive, insightful, and indispensable for our front-line CSMs. Your work will directly impact how Saviynt delivers proactive, data-driven engagement, supporting critical customer retention and expansion efforts.
WHAT YOU WILL BE DOING
- As our Gainsight Director, CS Operations, you will be instrumental in building and optimizing our customer success engine:
- Curate, organize, and manage CSM artifacts, collaborating with marketing and internal teams.
- Continuously improve Journey Orchestrator workflows and automation strategies to drive customer success at scale.
- Work seamlessly with the Gainsight Developer to integrate CS tools, platforms, and processes.
- Own the optimization of key CS tools, including Gainsight, Salesforce, and other platforms, to ensure maximum effectiveness.
- Partner with CSM Leadership, Analytics, BPA, and Systems teams to enhance Gainsight and other critical CS platforms.
- Identify gaps in tooling and data accessibility, implementing cross-functional solutions to streamline workflows, dashboards, and customer journey management.
- Establish data-driven workflows that enable CSMs to prioritize at-risk accounts and identify upsell opportunities.
- Develop governance frameworks and standard operating procedures (SOPs) to ensure consistency across global CS teams.
- Ensure all customer-facing materials are up-to-date and maintain robust internal documentation.
- Lead initiatives to enhance product and process adoption across all areas of customer success.
- Act as a key stakeholder between Customer Success, Digital, Product, Revenue Operations, and CS Analytics teams, ensuring alignment on customer success motions.
- Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations.
- Collaborate cross-functionally with Product, Data, and Sales to align CS with broader business goals.
- Establish performance measurement frameworks to track the success of operational improvements.
- Regularly communicate insights, data-driven recommendations, and process optimization opportunities to leadership.
- Respond effectively to customer needs, automate processes, and always think about how the business will scale over time.
- Own and implement CS playbooks that drive adoption, retention, expansion, and customer satisfaction.
- Enable the CS team with training, process documentation, and operational efficiency improvements.
Own and Optimize the Customer Success Tech Stack:
Enable CSM Efficiency & Tooling Enhancements:
Drive Operational Excellence & Sustainability:
Cross-Functional Program Leadership:
Measure & Report on Impact:
Work Independently in a Fast-Moving Startup Environment:
WHAT YOU BRING
- We're looking for an experienced professional who is ready to make a significant impact:
- 7+ years of experience in Customer Success, Customer Success Operations, or related roles.
- Hands-on experience working with the Gainsight platform, including administration and configuration of Gainsight CS, PX, and Journey Orchestrator.
- Strong data management and reporting skills, with proficiency in Gainsight Reports, Salesforce, and Tableau.
- Proven ability to troubleshoot system issues, drive process improvements, and optimize customer success workflows.
- Excellent project management skills with the ability to lead cross-functional initiatives and drive execution.
- Proven ability to design and implement scalable customer success platforms that drive measurable business outcomes.
- Gainsight Certifications (e.g., Associate Admin 1, Topic-Specific certifications).
- Strong understanding of Customer Success strategies and at-scale programs.
- Exceptional problem-solving skills and ability to troubleshoot and optimize system functionality.
- Ability to build scalable frameworks that enhance customer experience and internal efficiency.
- Cross-functional collaboration experience with Sales, Product, and Data teams.
- Highly analytical with the ability to leverage data for insights and decision-making.
- Ability to work independently in a fast-paced, dynamic startup environment, demonstrating resilience, optimism, and perseverance in the face of challenges.
Required Skills & Abilities:
Why Join Us?
This role is ideal for someone who thrives in a fast-paced, data-driven environment and enjoys building scalable processes. If you are passionate about driving customer success, optimizing systems, and taking ownership in a startup environment, we'd love to hear from you! You possess deep knowledge of the benefits, limitations, and configuration of Gainsight, and are responsible for supporting related business processes. You are a solution-driven team member always focused on delivering consistent value to your users, approaching challenges pragmatically while eager to learn new ways of doing things, new technologies, and new approaches.
We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $Min,000 - $Max,000 annually.
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
If required for this role, you will:
Complete security & privacy literacy and awareness training during onboarding and annually thereafter
Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work that directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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