Customer Success AI Architect

WHAT YOU WILL BE DOING

• CS AI Strategy & Use Case Development — Identify and prioritize high-impact AI use cases across Customer Office teams in partnership with Revenue Operations, aligning initiatives with business priorities to improve field productivity, conversion, and customer outcomes
• AI Workflow Design & Deployment — Design and implement AI-driven workflows and agentic solutions across the Customer Office tech stack, embedding AI into core processes like pipeline inspection, lead prioritization, deal coaching, and customer engagement — practical, scalable, and built for field adoption
• Automation & Intelligence Layer — Build and scale automation and intelligence layers on top of Salesforce and the broader GTM stack, leveraging LLMs and modern AI tools to evolve manual processes into intelligent, automated workflows.
• Systems & Expert Partnership — Serve as the AI expert, partnering with Enterprise Systems and Architecture teams to define and enforce data models, governance standards, and long-term architectural integrity across the Gainsight and GTM tech stack.
• Data & Signal Utilization — Leverage Customer data to power AI-driven insights and workflows, ensuring high-quality inputs and outputs for confident decision-making.
• Continuous Innovation & Experimentation — Stay ahead of AI and GTM technology trends by rapidly evaluating, testing, and scaling new tools and approaches.

WHAT YOU BRING

• 5-8 years of progressively responsible experience across RevOps, GTM systems, software engineering, or technical roles in B2B SaaS
• Strong hands-on experience with AI/ML, LLMs, and automation frameworks
• Deep experience with Salesforce and modern GTM tech stacks
• Strong technical skills (e.g., Python, APIs, integrations, data workflows)
• Proven ability to design and deploy AI-driven solutions in business environments
• Strong understanding of Customer Success processes and revenue operations
• Ability to translate business problems into scalable technical solutions
• Experience working cross-functionally with business and technical stakeholders
• Highly autonomous, self-directed, and comfortable operating as a senior individual contributor
• Curiosity and passion for applying AI to real-world business problems

SUCCESS METRICS

• Adoption and utilization rate of newly deployed AI-driven workflows and agentic solutions.
• Measurable improvement in field productivity and efficiency across Customer Office teams.
• Successful integration of AI capabilities with the core GTM platform architecture.
• Reduction in manual processes and improvement in data quality powering AI insights.