Sr Director, Atlas Customer Operations

The role

The Sr Director, Atlas Customer Operations will build infrastructure to capture roadblocks and improve renewal outcomes for Atlas, Gainsight's AI Native Service. This role involves designing processes, managing customer system assessments, and leading the optimization of SOPs and workflows.

What you will do

• Design and stand up the process and tooling that captures roadblocks from Renewal Managers, QA findings, and gaps in agent output
• Define how captured items are ranked
• Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for Product and Engineering
• Improve the automation in this loop over time
• Assess each customer’s CRM, quoting tools, integrations, and data quality before go-live
• Maintain a record of customer system profiles
• Partner with Solution Architects and Implementation
• Lead the effort to improve SOPs with better data and system integrations
• Use business operations analysis across customers to find shared bottlenecks
• Lead and develop the Customer Operations Managers

Required qualifications

• 15+ years of experience in business operations, business systems, sales operations, or renewals operations
• 7+ years managing teams
• End-to-end ownership of a renewal, quoting, or quote-to-cash process
• Experience building the process and tooling that captures feedback, ticketing process, or prioritization framework
• Strong understanding of how CRM, CPQ, and integration choices affect operational workflows
• Ability to separate rules-based work from judgment-based work across a renewal process
• Ability to write requirements for product and engineering
• Exposure to AI-enabled operations
• Strong communication skills
• Comfort owning outcomes across teams you do not manage

Nice to have

• 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

Benefits

• Fully covered medical premiums (employee-only)
• Flexible PTO
• 401(k) plan
• Dental and vision coverage
• Remote work options
• $10,000 lifetime fertility stipend
• Access to coworking spaces around the globe
• Recharge Holidays - one long weekend each quarter

About the company

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy.