Sr. Manager, Customer Success Intelligence & AI Operations

The Senior Manager, Customer Success Intelligence & AI Operations is a technical, AI-forward operations leader responsible for configuring, administering, and continuously improving the technology infrastructure that powers Customer Success execution. This role owns the operational design and hands-on configuration of Gainsight, customer success workflows, playbooks, CTAs, health scoring, digital engagement programs, customer community capabilities, automation logic, reporting, and AI-enabled operating mechanisms that make scalable, intelligent customer execution possible.

Every AI agent, predictive model, automated playbook, customer community experience, customer health score, and Next Best Action engine depends on properly configured systems, clean data, well-designed workflows, and disciplined platform governance.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Own, configure, and continuously improve the CS technology infrastructure that enables AI-driven customer journeys, intelligent CTAs, customer health scoring, automated playbooks, customer community experiences, predictive models, and scalable execution across customer segments.
• Support hands-on Gainsight platform administration, system configuration, rules engine logic, data model setup, workflow automation, reporting architecture, roadmap execution, enhancement prioritization, testing, release readiness, and ongoing platform health.
• Design, standardize, build, automate, and maintain the Customer Success playbook library, including lifecycle motions, success plans, expansion plays, risk interventions, renewal readiness motions, and AI-agent executable workflows.
• Manage campaign operations, CTA execution, digital programs, and automated engagement motions that enable proactive customer outreach, adoption acceleration, risk mitigation, expansion support, and consistent customer coverage.
• Design, build, implement, configure, and manage the customer digital community from the ground up, including platform requirements, member experience, content structure, engagement workflows, governance processes, reporting, and integration with broader CS digital engagement and AI-enabled customer intelligence strategies.
• Own data quality, hygiene, pipeline management, operational governance, and single-source-of-truth discipline across Gainsight, CRM, customer health, revenue, engagement, lifecycle, and operational data used by AI models and reporting.
• Partner cross-functionally to design processes, align territories, resolve operational dependencies, document workflows, and enable consistent adoption of CS operating practices.
• Translate strategy into technical and operational requirements, including Gainsight configuration, customer community architecture, workflow design, automation rules, playbook logic, data readiness, CTA triggers, journey orchestration inputs, integration requirements, and process documentation required for scale.
• Leverage AI tools and automation capabilities, including Copilot, Gainsight AI, automation builders, workflow tools, and emerging technologies, to simplify processes, improve execution consistency, and continuously identify opportunities for AI enhancement.
• Develop operational reporting, dashboards, governance mechanisms, and performance insights that measure platform health, data quality, playbook adoption, campaign performance, process compliance, customer health movement, and AI-readiness.
• Support territory alignment, segmentation, operational planning, capacity analysis, and execution coordination to ensure CS teams can operate consistently across customer cohorts and coverage models.
• Maintain long-term accountability for platform continuity, data integrity, process evolution, workflow documentation, operational readiness, and secure access to sensitive customer health, revenue, CRM, and operational data.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in Business, Operations, Information Systems, Data Analytics, Customer Success, Customer Experience, Organizational Leadership, or a related field; Master’s Degree preferred.
• Deep technical knowledge of Gainsight, customer success technologies, community platforms, CS operations, customer health frameworks, lifecycle motions, data infrastructure, platform administration, system configuration, process enablement, and Customer Success operating models.
• Strong understanding of AI-enabled operations, predictive analytics, Next Best Action concepts, agentic automation, intelligent customer journeys, CTA design, health score configuration, and scalable digital engagement models.
• Experience using AI and automation tools, including Copilot, Gainsight AI, workflow automation, reporting tools, and emerging technologies to improve speed, consistency, insight generation, and operational scale.
• Exceptional communication, documentation, facilitation, change management, stakeholder enablement, and problem-solving skills.
• Ability to translate strategic AI and digital engagement priorities into practical technical requirements, system configurations, community platform designs, workflow logic, data architecture, process documentation, and scalable enablement plans.
• 10+ years of experience supporting, configuring, or leading Gainsight, CRM, customer success platforms, customer community platforms, workflow automation, business intelligence, operational reporting, or integrated customer data ecosystems.
• Experience enabling AI, automation, predictive analytics, Next Best Action, or data-driven operating models through clean data, standardized processes, workflow configuration, and scalable platform execution.
• Demonstrated experience configuring technology workflows and designing, building, and executing playbooks, CTAs, customer health workflows, digital campaigns, customer community experiences, automated lifecycle motions, process documentation, and operational governance practices.

PREFERRED QUALIFICATIONS:

• Proven ability to configure, design, operationalize, document, and scale complex technology workflows, platform rules, data dependencies, playbooks, automation logic, community workflows, campaign motions, and governance mechanisms across a matrixed organization.
• Advanced data quality, data governance, pipeline management, reporting, and operational analytics skills, with the ability to ensure customer, revenue, CRM, engagement, and health data are accurate, connected, and actionable.
• Strong cross-functional relationship management skills with the credibility to influence leadership and data stakeholders on operational priorities and dependencies.
• Strong knowledge of customer success technologies, customer community platforms, CRM platforms, BI and reporting tools, data integrations, campaign operations, survey or feedback platforms, AI tools, automation builders, and enterprise workflow ecosystems.
• Demonstrated ability to manage competing priorities, lead operational change, troubleshoot complex dependencies, and execute in a fast-paced transformation environment.
• Strong business acumen with the ability to connect CS operations, platform health, data quality, customer engagement, retention, adoption, and revenue outcomes.
• 10+ years of progressive experience in Customer Success Operations, Customer Experience Operations, Revenue Operations, business systems, data operations, platform administration, process enablement, or related disciplines.
• Strong technical knowledge of Gainsight, Salesforce or comparable CRM platforms, customer success technologies, customer community platforms, data integration concepts, reporting platforms, automation tools, and system configuration practices.
• Experience working with sensitive customer health, revenue, CRM, and operational data requiring sound judgment, confidentiality, enterprise-grade access controls, and long-term accountability.
• Certification in Gainsight, Salesforce, Customer Success, Revenue Operations, Data Analytics, AI, Process Improvement, Program Management, or Change Management preferred.
• Equivalent combination of education, leadership experience, and demonstrated business impact may be considered in lieu of specific qualifications.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.

Play to Win or We Don't Play — If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.

Work As a Team, Putting the Customer At the Core — Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.

Achieve Excellence With Integrity, Speed, and Agility — The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way — for teammates, customers, and partners.

Innovate Boldly With a Growth Mindset — Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries — especially where AI can remove friction and unlock value.

Communicate with Care, Candor and Transparency — Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements.