Accela

Customer Success Operations Lead

Remote Based - US · Full-time

Sponsorship not specified$90k-$110kDetected 20 days ago

SalesforceCustomer SuccessLeadershipCommunicationProblem Solving

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.
Serve as the primary administrator and strategic owner of Gainsight.
Ensure data quality and operational consistency across Customer Success systems.

Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows.
Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness.
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.
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.
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging.

3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields.
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 partnering with Customer Success teams to improve customer outcomes through technology and automation.
Experience supporting digital customer success programs.
Gainsight Administrator Certification.
Gainsight PX experience.
Salesforce administration experience.
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.

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.

Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.
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.
Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health.
Design and maintain customer health scoring frameworks.
Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics.

We are seeking a Customer Success Operations Lead to serve as the operational backbone of the Customer Success organization.
While government agencies struggle to do more with less, our mission has never been more critical.

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

ars, 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

This listing is sourced directly from Accela's careers page and normalized into a canonical job model.