Customer Success Systems Architect
| Company | AppOmni |
|---|---|
| Location | Lexington, KY, USA, San Francisco, CA, USA, New York, NY, USA, Denver, CO, USA |
| Salary | $130000 – $150000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Minimum 5 years in CS Operations, RevOps, or systems-focused GTM roles at a SaaS company.
- Admin-level expertise in Gainsight and Zendesk, including configuration of scorecards, journeys, dashboards, and integrations.
- Demonstrated experience integrating data across systems (Salesforce, support tools, telemetry) to drive real-time insights and operational workflows.
- Proficiency with LLM platforms (Nice to have: ChatGPT, Claude) and AI-enabled workflow tools; capable of structuring prompts, building automations, and delivering functional solutions.
- Familiarity with APIs, JSON, and tools like Zapier or Make; strong working knowledge of how to design and troubleshoot cross-platform integrations.
- Deep understanding of CS lifecycle stages, risk indicators, and workflow orchestration.
Responsibilities
- Designing, implementing, and owning the foundational systems that enable scalable, data-informed Customer Success operations at AppOmni.
- Building and maintaining a centralized customer health dashboard in Gainsight (or equivalent).
- Defining and operationalizing health scoring using data from support, product usage, Salesforce, and other sources.
- Translating health scores into real-time workflows and signals that inform account prioritization and action.
- Owning the end-to-end integration of data across CS, product, and support systems to provide a unified view of customer posture.
- Building internal dashboards and tooling that streamline execution for CSMs, TAMs, and leadership.
- Ensuring alignment between CS systems and the broader GTM and product data ecosystem.
- Designing and implementing AI-enabled workflows to reduce repetitive tasks, increase speed to insight, and improve decision quality.
- Building structured systems that support key CS processes such as onboarding, renewals, escalations, and executive business reviews.
Preferred Qualifications
- Familiarity with Salesforce object model and reporting (admin certification not required).
- Experience with BI tools (e.g., Qlik, Sigma, Snowflake).
- Prior exposure to enterprise SaaS environments, particularly in cybersecurity.
- Experience building or managing lightweight internal assistants or workflow bots using AI or scripting tools.