Lead design, architecture, and optimization of the CS systems (Gainsight and GTM tools).
Own the CS Systems Stack; drive architecture, roadmap, and adoption across global teams.
Design scalable lifecycle workflows from onboarding to renewal and expansion.
Build automation that drives retention and reduces manual CS work.
Deliver self-serve analytics for CS and GTM teams.
Explore and embed AI into workflows to enhance engagement and decision-making.

🎯 Requirements

7+ years in Business Systems, CS Ops, or RevOps in SaaS.
Deep Gainsight experience: architecture, automation, reporting.
Strong retention metrics knowledge: NRR, GRR, churn, adoption.
Experience integrating Gainsight with CRM (Salesforce) and BI tools.
Strong problem-solving and stakeholder management; independent.

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