Gainsight Director, CS Operations

Gainsight Director, CS Operations

Saviynt is a leading identity authority platform, empowering organizations to secure and manage digital access in a rapidly transforming world. We are seeking a dynamic and strategic Gainsight Director, CS Operations to elevate our Customer Success (CS) platform. This is a true startup role, requiring a scrappy individual with a "no-job-too-big-or-too-small" mindset. You'll be at the forefront of optimizing our Gainsight environment, automating processes, and shaping the future of Saviynt's scalable CS operations.

In this role, you'll partner closely with Customer Success Leadership, Enablement, Systems, and Analytics teams. Your mission will be to ensure Gainsight is intuitive, insightful, and indispensable for our front-line CSMs. Your work will directly impact how Saviynt delivers proactive, data-driven engagement, supporting critical customer retention and expansion efforts.

What You Will Be Doing

As our Gainsight Director, CS Operations, you will be instrumental in building and optimizing our customer success engine :

• Own and Optimize the Customer Success Tech Stack :
• Curate, organize, and manage CSM artifacts, collaborating with marketing and internal teams.
• Continuously improve Journey Orchestrator workflows and automation strategies to drive customer success at scale.
• Work seamlessly with the Gainsight Developer to integrate CS tools, platforms, and processes.
• Own the optimization of key CS tools, including Gainsight, Salesforce, and other platforms, to ensure maximum effectiveness.
• Enable CSM Efficiency & Tooling Enhancements :
• Partner with CSM Leadership, Analytics, BPA, and Systems teams to enhance Gainsight and other critical CS platforms.
• Identify gaps in tooling and data accessibility, implementing cross-functional solutions to streamline workflows, dashboards, and customer journey management.
• Establish data-driven workflows that enable CSMs to prioritize at-risk accounts and identify upsell opportunities.
• Drive Operational Excellence & Sustainability :
• Develop governance frameworks and standard operating procedures (SOPs) to ensure consistency across global CS teams.
• Ensure all customer-facing materials are up-to-date and maintain robust internal documentation.
• Lead initiatives to enhance product and process adoption across all areas of customer success.
• Cross-Functional Program Leadership :
• Act as a key stakeholder between Customer Success, Digital, Product, Revenue Operations, and CS Analytics teams, ensuring alignment on customer success motions.
• Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations.
• Collaborate cross-functionally with Product, Data, and Sales to align CS with broader business goals.
• Measure & Report on Impact :
• Establish performance measurement frameworks to track the success of operational improvements.
• Regularly communicate insights, data-driven recommendations, and process optimization opportunities to leadership.
• Work Independently in a Fast-Moving Startup Environment :
• Respond effectively to customer needs, automate processes, and always think about how the business will scale over time.
• Own and implement CS playbooks that drive adoption, retention, expansion, and customer satisfaction.
• Enable the CS team with training, process documentation, and operational efficiency improvements.

What You Bring

We're looking for an experienced professional who is ready to make a significant impact :

Why Join Us? This role is ideal for someone who thrives in a fast-paced, data-driven environment and enjoys building scalable processes. If you are passionate about driving customer success, optimizing systems, and taking ownership in a startup environment, we'd love to hear from you! You possess deep knowledge of the benefits, limitations, and configuration of Gainsight, and are responsible for supporting related business processes. You are a solution-driven team member always focused on delivering consistent value to your users, approaching challenges pragmatically while eager to learn new ways of doing things, new technologies, and new approaches.

We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $Min,000 - $Max,000 annually.

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

If required for this role, you will :

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work that directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.