Customer Operations Manager, Gainsight

About the Role: 

We're seeking a Customer Operations Manager, to own the build, quality, and ongoing maintenance of our Gainsight content— including playbooks, health rules, and human handoff alerting logic. This role sits at the intersection of customer marketing and RevOps, translating lifecycle strategy into scalable, reliably-functioning CSP content. You'll be the Customer Marketing content builder in Gainsight, ensuring every playbook is built to specification, monitoring and reporting on their success to lifecycle managers and CS counterparts.

• 5+ years of hands-on experience building and maintaining playbooks, rules, and workflows in Gainsight CSP (required)
• Demonstrated experience designing alerting or handoff logic between marketing/lifecycle systems and human teams (CS, Sales, RevOps)
• Strong systems-thinking mindset with a track record of building for scale — able to anticipate where logic will break as volume, segments, or use cases multiply
• Experience partnering closely with RevOps or CS Ops on shared data models, CRM integrations, and cross-system dependencies
• Rigorous approach to QA and documentation; comfortable establishing process and standards where none exist
• Familiarity with customer health scoring, lifecycle segmentation, or adoption frameworks strongly preferred
• Analytical mindset with the ability to troubleshoot logic issues independently and communicate root cause clearly to non-technical stakeholders
• Excellent cross-functional communication and project management skills; able to manage multiple concurrent build requests and competing priorities
• B2B SaaS experience preferred; customer marketing, customer success, or RevOps background all relevant

What You’ll Do: 

• Own end-to-end build of Gainsight CSP playbooks — from requirements gathering with lifecycle marketing, CS, and RevOps stakeholders through configuration, testing, and launch
• Design and maintain human handoff alerting logic in partnership with RevOps, ensuring the right signals route to the right owners at the right time with minimal false positives or missed triggers
• Establish and enforce build quality standards (naming conventions, documentation, QA/testing protocols, version control) so playbooks scale cleanly as new use cases and teams are added
• Monitor and report on  live playbooks and alerts on an ongoing basis, proactively identifying and resolving breakage, logic drift, or data issues before they impact customers
• Partner with Lifecycle lead and RevOps on data architecture and system dependencies (CRM, health score inputs, product usage data) that feed CSP logic, flagging upstream issues that affect playbook accuracy
• Build and maintain internal documentation of playbook logic, ownership, and change history to support auditability and smooth handoffs as the team scales
• Continuously evaluate the playbook portfolio for redundancy, performance, and opportunities for consolidation or optimization as lifecycle and adoption strategy evolves
• Serve as Customer Marketing Gainsight subject matter expert, advising lifecycle marketing and CS stakeholders on capabilities and constraints when building new initiatives