Customer Success Operations Lead (GovTech)

TL;DR

Customer Success Operations Lead (GovTech): Operational backbone of the Customer Success organization, managing Gainsight, Staircase AI, and digital engagement programs with an accent on operational efficiency and customer intelligence. Focus on designing health scoring frameworks, automating customer journeys, and leveraging AI to improve retention and adoption.

Location: Remote (Must be based in the US)

Salary: $90,000 – $110,000

Company

hirify.global is an industry leader in designing and delivering cloud-based government software to improve efficiency and transparency in communities.

What you will do

• Act as the primary administrator and strategic owner of Gainsight, managing platform configuration, governance, and integrations.
• Design and maintain customer health scoring frameworks and automate lifecycle workflows via Rules Engine and Playbooks.
• Build and optimize digital customer journeys across onboarding, adoption, and renewal using Journey Orchestrator.
• Administer Staircase AI to develop customer intelligence programs and identify risk and expansion opportunities.
• Identify and implement AI-driven automation using tools like Claude and ChatGPT to scale operational efficiency.
• Create executive dashboards and operational metrics to track customer health and renewal reporting.

Requirements

• Must be based in the US
• 3+ years of experience in Customer Success Operations, Revenue Operations, or related fields.
• Deep expertise in Gainsight administration (Health Scores, Rules Engine, Playbooks, Journey Orchestrator).
• Hands-on experience administering and operationalizing Staircase AI.
• Proven experience building customer lifecycle journeys and segmentation models.
• Strong analytical skills for executive reporting and operational dashboard development.

Nice to have

• Gainsight Administrator Certification or Gainsight PX experience.
• Salesforce administration experience.
• Experience with AI tools (Claude, ChatGPT) and MCP-enabled technologies.
• Background in SaaS, GovTech, or Public Sector environments.

Culture & Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Flexible time off and family planning benefits.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) with company contributions.
• Commitment to diversity, equity, and inclusion with a focus on psychological safety and belonging.