Sr Director, Customer Operations

We’re looking for a full-time Sr Director, Customer Operations to join our Sales team reporting to the EVP & GM, Atlas. This role is a remote role based in the USA.

In this role, you'll play a key role in helping Atlas, Gainsight's AI Native Service, learn from every customer and improve renewal outcomes by building the infrastructure that captures roadblocks, ranks them, and turns them into SOP, workflow, and roadmap changes. This is a great opportunity for someone who thrives in a startup-style, build-from-scratch environment backed by an established company and enjoys working cross-functionally with teams like Product, Engineering, Delivery, QA, and customer Sales Ops and RevOps. The ideal candidate brings strong skills in renewals and quote-to-cash operations, team leadership, and CRM/CPQ systems understanding.

Build the infrastructure that captures how Atlas learns

• Design and stand up the process and tooling that captures roadblocks from Renewal Managers, QA findings, and gaps in agent output
• Define how captured items are ranked, using volume, customer impact, effort to fix, and fit for moving a step from human-led to agent-led.
• Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for Product and Engineering, and close the loop with the reps who raised them.
• Improve the automation in this loop over time, so bottlenecks surface from data and agent activity and not only from rep reports.

Understand how customer systems shape the work

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