Customer Success Operations Lead

ABOUT THE ROLE

At Accela, our Customer Success organization is focused on helping customers achieve meaningful outcomes while leveraging technology, automation, and AI to scale our impact.

We are seeking a Customer Success Operations Lead to serve as the operational backbone of the Customer Success organization. This role will own Gainsight, Staircase AI, digital customer engagement programs, customer intelligence initiatives, and emerging AI-powered customer success capabilities.

The ideal candidate has deep expertise in administering Gainsight, hands-on experience with Staircase AI, and a passion for leveraging technology, automation, and AI to improve customer outcomes and operational efficiency. This individual will partner closely with Customer Success, Product, Support, Services, and Revenue teams to improve customer health, increase adoption, drive retention, and build scalable digital customer success programs.

RESPONSIBILITIES

Customer Success Operations

• 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.

Digital Customer Success Programs

• 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.

Staircase AI & Customer Intelligence

• 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.

AI & Automation

• 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.

REQUIRED QUALIFICATIONS

• 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields.
• Deep expertise administering Gainsight, including Health Scores, Rules