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Customer Success Operations Jobs (NOW HIRING)

Accela

Customer Success Operations Lead

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 ...

Accela

Customer Success Operations Lead

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 ...

Tekmetric

Director, Customer Success Operations

As Director, Customer Success Operations, you'll be the operational engine behind a ~70-person team and the systems they use every day. This is a builder role. In the near term, you'll own the work ...

Tenna

Customer Success Operations Manager

OR · Remote

Position Description Tenna is hiring a Customer Success Operations Manager to support the scaling of our Customer Success and Professional Services teams. This is a cross-functional, high-impact role ...

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Customer Success Operations information

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$32.5K

$83.1K

$140K

How much do customer success operations jobs pay per year?

As of Aug 21, 2026, the average yearly pay for customer success operations in the United States is $83,064.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,500.00 and $99,000.00 per year, depending on experience, location, and employer.

What is customer success operations?

Customer Success Operations, often abbreviated as CS Ops, is a specialized role that supports customer success teams by optimizing processes, managing data, implementing technology, and developing strategies to improve customer outcomes. CS Ops professionals ensure that customer success managers have the tools, insights, and workflows needed to engage customers effectively and drive retention and growth. They often work on analytics, process design, and cross-functional projects to streamline the customer journey. By enabling efficiency and scalability, Customer Success Operations helps organizations deliver consistent and high-quality customer experiences.

How does a customer success operations professional typically collaborate with customer success managers and other teams?

Customer Success Operations professionals play a key role in supporting Customer Success Managers (CSMs) by optimizing processes, managing data, and ensuring the right tools are in place. They regularly collaborate with CSMs to analyze customer health metrics, identify areas for improvement, and streamline workflows. Additionally, they work closely with Sales, Product, and IT teams to align on customer feedback, enhance onboarding processes, and implement technology solutions that improve the customer experience. This cross-functional collaboration helps drive customer retention and operational efficiency.

What are the key skills and qualifications needed to thrive as a customer success operations professional, and why are they important?

To thrive as a Customer Success Operations professional, you need strong analytical skills, business acumen, and experience with customer success processes, often supported by a degree in business or a related field. Familiarity with customer relationship management (CRM) systems like Salesforce, data analysis tools, and success platforms such as Gainsight is typically required. Outstanding communication, problem-solving abilities, and cross-functional collaboration skills help individuals excel in this role. These competencies are crucial for streamlining customer journeys, driving retention, and enabling customer success teams to deliver exceptional service.

What is the difference between Customer Success Operations vs Customer Support Specialist?

AspectCustomer Success OperationsCustomer Support Specialist
Primary FocusOptimizing customer success processes, data analysis, and strategyHandling customer inquiries, troubleshooting, and issue resolution
Required SkillsData analysis, process improvement, CRM toolsCommunication, problem-solving, technical troubleshooting
Work EnvironmentCross-functional teams, strategic planningCustomer service centers, support tickets
Common Industry UsageTech, SaaS, subscription servicesTech, retail, service industries

Customer Success Operations focuses on improving customer retention and success strategies through data and process optimization, while Customer Support Specialists handle direct customer issues and technical support. Both roles are essential but serve different functions within customer experience management.

More about Customer Success Operations jobs

What cities are hiring for Customer Success Operations jobs?

Cities with the most Customer Success Operations job openings:

What are the most commonly searched types of Customer Success Operations jobs?

The most popular types of Customer Success Operations jobs are:

What states have the most Customer Success Operations jobs?

States with the most job openings for Customer Success Operations jobs include:

What job categories do people searching Customer Success Operations jobs look for?

The top searched job categories for Customer Success Operations jobs are:

Customer Success Operations jobs near you
Infographic showing various Customer Success Operations job openings in the United States as of August 2026, with employment types broken down into 80% Full Time, 18% Part Time, and 2% Contract. Highlights an 87% Physical, 1% Hybrid, and 12% Remote job distribution, with an average salary of $83,064 per year, or $39.9 per hour.

Customer Success Operations Lead

Accela

Remote

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 21 days ago

Job description

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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