Note: The job is a remote job and is open to candidates in USA. Accela is an industry leader in designing and delivering government software to improve efficiency and increase citizen engagement. The Customer Success Operations Lead will serve as the operational backbone of the Customer Success organization, focusing on leveraging technology and AI to enhance customer outcomes and operational efficiency.
Responsibilities
- Serve as the primary administrator and strategic owner of Gainsight
- Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health
- Design and maintain customer health scoring frameworks
- Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows
- Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics
- Ensure data quality and operational consistency across Customer Success systems
- Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness
- Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator
- Develop customer segmentation strategies and scalable engagement programs
- Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions
- Partner with Customer Success Managers to improve customer engagement through automation and digital outreach
- Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking
- Support and evolve Accela's digital customer success strategy for long-tail customers
- Serve as the primary administrator and business owner for Staircase AI
- Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities
- Operationalize customer insights and health signals across the Customer Success organization
- Build workflows that enable proactive customer engagement based on customer intelligence data
- Continuously improve customer health visibility and risk detection capabilities
- Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes
- Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale
- Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness
- Support the development of AI-powered customer success initiatives and autonomous workflow capabilities
- Explore MCP-enabled technologies and AI integrations that improve customer success operations
Skills
- 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields
- Deep expertise administering Gainsight, including Health Scores, Rules Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator
- Experience supporting or leading a full Gainsight implementation
- Hands-on experience administering and operationalizing Staircase AI
- Experience leveraging Staircase AI to identify customer risk, adoption trends, renewal indicators, and expansion opportunities
- Experience building customer lifecycle journeys and digital engagement programs
- Experience developing customer segmentation models and scalable customer success strategies
- Strong analytical skills and experience developing operational dashboards and executive reporting
- Experience partnering with Customer Success teams to improve customer outcomes through technology and automation
- Excellent communication, organization, and problem-solving skills
- Gainsight Administrator Certification
- Gainsight PX experience
- Salesforce administration experience
- Experience supporting digital customer success programs
- Experience with Claude, Claude Code, ChatGPT, or similar AI tools
- Experience with workflow automation platforms
- Experience with MCP-enabled technologies and AI integrations
- Experience supporting long-tail customer success strategies
- Experience in SaaS, GovTech, or Public Sector technology environments
- Passion for leveraging AI and automation to improve customer success outcomes
Benefits
- Annual bonus target
- Flexible time off
- Comprehensive medical, dental, and vision plans
- Family planning benefits
- 401(k) retirement savings plan with company match
- Health savings account with company contributions
- Flexible spending account
- Life, accident, and disability coverage
- Business travel insurance
- Employee assistance programs
- Other well-being benefits
Company Overview