---
title: 'Customer Success Operations Lead at Accela'
canonical: 'https://feeny.ai/job/customer-success-operations-lead-accela-united-states-2b0en721p4qf'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Success Operations Lead at Accela

- **Company:** Accela
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-07-01
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/accela/jobs/8039607

## Job description

## 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.

We are seeking a Customer Success Operations Lead to serve as the operational backbone of the Customer Success organization. This role will own Gainsight, Staircase AI, digital customer engagement programs, customer intelligence initiatives, and emerging AI-powered customer success capabilities.

The ideal candidate has deep expertise in administering Gainsight, hands-on experience with Staircase AI, and a passion for leveraging technology, automation, and AI to improve customer outcomes and operational efficiency. This individual will partner closely with Customer Success, Product, Support, Services, and Revenue teams to improve customer health, increase adoption, drive retention, and build scalable digital customer success programs.

## RESPONSIBILITIES

Customer Success Operations

- Serve as the primary administrator and strategic owner of Gainsight.
- Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health.
- Design and maintain customer health scoring frameworks.
- Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows.
- Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics.
- Ensure data quality and operational consistency across Customer Success systems.
- Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness.

Digital Customer Success Programs

- 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.
- Support and evolve Accela's digital customer success strategy for long-tail customers.

Staircase AI & Customer Intelligence

- Serve as the primary administrator and business owner for Staircase AI.
- Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities.
- Operationalize customer insights and health signals across the Customer Success organization.
- Build workflows that enable proactive customer engagement based on customer intelligence data.
- Continuously improve customer health visibility and risk detection capabilities.

AI & Automation

- Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes.
- Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale.
- Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness.
- Support the development of AI-powered customer success initiatives and autonomous workflow capabilities.
- Explore MCP-enabled technologies and AI integrations that improve customer success operations.

## REQUIRED QUALIFICATIONS

- 3+ years of experience in Customer Success Operations, Customer Success Systems, Revenue Operations, or related fields.
- Deep expertise administering Gainsight, including Health Scores, Rules Engine, Playbooks, Success Plans, Reporting, Dashboards, and Journey Orchestrator.
- 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 building customer lifecycle journeys and digital engagement programs.
- Experience developing customer segmentation models and scalable customer success strategies.
- Strong analytical skills and experience developing operational dashboards and executive reporting.
- Experience partnering with Customer Success teams to improve customer outcomes through technology and automation.
- Excellent communication, organization, and problem-solving skills.

## DESIRED QUALIFICATIONS

- Gainsight Administrator Certification.
- Gainsight PX experience.
- Salesforce administration experience.
- Experience supporting digital customer success programs.
- 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.

## ABOUT ACCELA

For nearly 20 years, 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. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. 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. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. 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.

## COMPENSATION AND WELL-BEING

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. This is a discretionary bonus awarded based on company and individual goal achievement.

Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

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

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation

#LI-Remote

## About Accela

## Company Overview
- **One-liner**: Accela provides a unified, end-to-end SaaS platform that automates permitting, licensing, inspections, and service requests for state and local governments.
- **Entity Type**: Private (Growth Stage)
- **Headquarters**: San Ramon, California, USA
- **Founded**: 1999
- **Founders**: Not publicly available (the company was founded prior to the current executive team)

## Core Business
- **Primary industry**: GovTech (Government Technology / Civic Technology)
- **Target customers**: B2G – specifically state and local government agencies (over 900 agencies served, including 50%+ of top U.S. cities and counties)
- **Mission or purpose**: To help governments innovate so they can improve the business and citizen experience, promoting community development and creating an environment where citizens and businesses thrive.

## Products & Services
- **Civic Platform (SaaS)**: A unified, end-to-end cloud platform that automates the complete service lifecycle for government agencies. Key modules include:
    - **Building Permitting**: Digital applications, plan review, inspections, and approvals.
    - **Planning & Zoning**: Streamlines land use applications from submission to decision.
    - **Business Licensing**: Provides a seamless digital path from application to renewal.
    - **Occupational Licensing**: Manages applications, renewals, and compliance for licensed professions.
    - **Fire Prevention**: Digital inspections and permitting for fire safety staff.
    - **Environmental Health**: Digital inspections, licensing, and complaint management for public health.
    - **Asset Management**: Full lifecycle management for infrastructure assets.
    - **Service Requests**: Route, track, and resolve citizen requests with cross-department visibility.
- **AI for Government**: AI features built specifically for government workflows, designed to be explainable, auditable, and accountable, grounded in 30 years of real government workflows.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Serves over 300 million citizens worldwide across 900+ government agencies. 50%+ of top U.S. cities and counties use Accela.
- **Notable Investors/Partners**: Not publicly listed on the company website or in recent search results. (Partnerships are likely with major cloud providers like AWS or Azure, but not explicitly confirmed in provided data.)
- **Growth Signals**: The company is actively hiring across multiple departments (Engineering, Sales, Customer Success, Operations) with a remote-first posture, indicating growth. The company has a 100% implementation success rate over five years and an in-house implementation team with an 8-year average tenure.

## Competitive Advantages
- **30 Years of GovTech Expertise**: The platform is purpose-built for government, not adapted from a generic solution. This gives Accela deep domain knowledge and embedded best practices.
- **End-to-End Unified Platform**: Unlike competitors with siloed solutions, Accela offers a single, integrated platform covering the full lifecycle of permits, licensing, and service requests.
- **High Implementation Success Rate**: A 100% implementation success rate over five years, backed by a tenured in-house implementation team, builds strong customer trust.
- **AI Built for Government**: Their AI is designed to be explainable, auditable, and accountable, addressing key concerns of public sector clients.

## Strategic Focus
- **AI Integration**: Embedding AI across the entire civic platform to improve efficiency and citizen experience.
- **Expanding Customer Base**: Continuing to win new agencies, especially small and medium governments, by offering enterprise-grade SaaS solutions.
- **Deepening Product Capabilities**: Enhancing existing modules (asset management, environmental health, etc.) and adding new ones to remain the single source of truth for government operations.

## Why Work Here
- **Mission-Driven Work**: Employees directly contribute to making government more efficient, transparent, and user-friendly for citizens and businesses.
- **Culture**: Emphasizes performance, productivity, and collaboration. The company is committed to diversity, equity, and inclusion, with a focus on psychological safety and belonging.
- **Remote/Hybrid Policy**: The vast majority of roles are listed as "Remote Based - US" or "Remote-Ireland". Some roles (e.g., Business Development Representative) are hybrid (Kansas City, MO). The company has physical offices in San Ramon, CA and Draper, UT, but most employees work remotely.
- **Compensation & Benefits**: Competitive salary, retirement plan support, medical/dental/vision/wellness/disability coverage, paid holidays, and a Responsible Time Off (RTO) policy. Additional perks include fitness challenges, virtual meditation/yoga, wellness days, and motivational speaker events.
- **Engineering Culture**: Engineers work on cutting-edge cloud technology, delivering scalable and reliable SaaS solutions for the public sector. The company is hiring for roles like Lead Software Engineer, Platform Infrastructure Principal Architect, and Site Reliability Engineer.

## Sources
1. [Accela.com](https://www.accela.com/)
2. [Accela Careers Page](https://www.accela.com/about/careers/)
3. [Greenhouse Job Board](http://job-boards.greenhouse.io/accela)
4. [Built In - Accela Profile](https://builtin.com/company/accela)
5. [Accela Leadership Team](https://www.accela.com/about/leadership/)

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