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 Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator.
• Experience supporting or leading a full Gainsight implementation.
• Hands-on experience administering and operationalizing Staircase AI.
• Experience leveraging Staircase AI to identify customer risk, adoption trends, renewal indicators, and expansion opportunities.
• Experience building customer lifecycle journeys and digital engagement programs.
• Experience developing customer segmentation models and scalable customer success strategies.
• Strong analytical skills and experience developing operational dashboards and executive reporting.
• Experience partnering with Customer Success teams to improve customer outcomes through technology and automation.
• Excellent communication, organization, and problem-solving skills.

DESIRED QUALIFICATIONS

• Gainsight Administrator Certification.
• Gainsight PX experience.
• Salesforce administration experience.
• Experience supporting digital customer success programs.
• Experience with Claude, Claude Code, ChatGPT, or similar AI tools.
• Experience with workflow automation platforms.
• Experience with MCP-enabled technologies and AI integrations.
• Experience supporting long-tail customer success strategies.
• Experience in SaaS, GovTech, or Public Sector technology environments.
• Passion for leveraging AI and automation to improve customer success outcomes.

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $90,000 – $110,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement. 
 
Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation

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