Position Details

Salary $190K – $210K USD / year

Type Not Specified

Experience senior

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

Lead the strategic build-out of Placer.ai’s Customer Success Operations infrastructure, owning the CS technology stack and operational excellence across Customer Success and Account Management. You will deploy and scale Planhat, Gong Engage, and Gong Forecasting while applying AI to reimagine how CS teams operate, prepare QBRs, and drive revenue growth.

Key Responsibilities

Own Planhat CS platform of record
Deploy and drive adoption of Gong Engage and Gong Forecasting
Serve as subject matter expert across CS tech stack and integrations
Develop AI-driven workflows across churn, health scoring, QBR, and sentiment
Evaluate and pilot new AI-native tooling as the team scales

Technical Overview

Own administration and integration of CS systems including Planhat (health scoring, journey automation, renewal workflows, reporting) and Gong (Gong Engage for outreach sequencing and Gong Forecasting for renewal/expansion forecasts). Build AI-driven CS lifecycle workflows such as churn prediction models, automated health score triggers, AI-assisted QBR preparation, and sentiment analysis from customer interactions.

Ideal Candidate

The ideal candidate is a senior customer success operations leader who has implemented and scaled Planhat and deployed Gong Engage and Gong Forecasting for renewal and expansion forecasting. They combine hands-on CS platform administration (including integrations with Salesforce and BI tools) with AI-driven workflow development such as churn prediction and automated health score triggers.

Must-Have Skills

implementationconfigurationcontinuous optimization of Planhatend-to-end deployment and adoption of Gong Engageuse of Gong Forecasting for reliabledata-driven renewal and expansion forecastadministration and integration between PlanhatGongSalesforceand downstream BI toolsdevelop and deploy AI-driven workflows across the CS lifecyclechurn prediction modelsautomated health score triggers

Nice-to-Have Skills

AI-assisted QBR preparationsentiment analysis from customer interactionsevaluatepilotand recommend new tooling with a bias toward AI-native solutionswork in multiple verticals (RetailCREHospitalityCPGFinancial ServicesCivic)

Tools & Platforms

PlanhatGong EngageGong ForecastingSalesforceBI tools

Required Skills

Planhathealth scoringjourney automationrenewal workflowsreportingGong EngageCS outreach sequencingGong Forecastingdata-driven renewal and expansion forecastSalesforceBI toolsintegrationAI-driven workflowschurn prediction modelsautomated health score triggersAI-assisted QBR preparationsentiment analysis

Hard Skills

Planhathealth scoringjourney automationrenewal workflowsreportingGong EngageCS outreach sequencingGong Forecastingdata-driven renewal and expansion forecastSalesforceBI toolsAI-driven workflowschurn prediction modelsautomated health score triggersAI-assisted QBR preparationsentiment analysiscustomer interactionsintegration administrationCS technology stack administrationtool evaluation and pilotingAI-native solutions

Soft Skills

strategic build-out leadershipteam leadershiphands-on operational excellencecross-functional partnershipcommunicationinternal subject matter expertisecoachingability to coach and grow revenuecollaboration

Industry & Role

Industry SaaS

Job Function Director of Customer Success Operations owning the CS tech stack and AI-enabled operational workflows

Role Subtype Customer Success Manager

Keywords for Your Resume

Director of Customer Success OperationsCustomer Success OperationsCustomer SuccessAccount ManagementPlanhatGong EngageGong ForecastingSalesforcehealth scoringjourney automationrenewal workflowsreportingCS outreach sequencingdata-driven renewal and expansion forecastintegrationAI-driven workflowschurn prediction modelsautomated health score triggersQBRAI-assisted QBR preparationsentiment analysisAI-native solutions

Deal Breakers

Must have hands-on experience implementing and scaling Planhat, Must have hands-on experience deploying Gong Engage and using Gong Forecasting for renewal/expansion forecasting

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile