Customer Success Systems Architect

About AppOmni

AppOmni, a leader in SaaS Security, helps customers achieve secure productivity with their applications. Security teams and owners can quickly detect and mitigate threats using unmatched depth of protection, continuous monitoring, and comprehensive visibility. Trusted by over 30% of the Fortune 100, AppOmni specializes in securing diverse SaaS environments.

Allowing our employees & teams to collaborate and innovate is important to us, and we promote a hybrid work model to encourage engagement and connectivity.  We’re looking for talented individuals located within our hub cities, open to working 3 days per week in-office.
Hub Cities: San Francisco & San Jose (CA), Denver (CO), Lexington (KY) and New York City (NY)

What You’ll Do

This role is responsible for designing, implementing, and owning the foundational systems that enable scalable, data-informed Customer Success operations at AppOmni. The scope includes establishing reliable customer health visibility, integrating key operational systems, and applying AI-first workflows to automate manual work and improve team efficiency.

The role is positioned as a high-leverage builder responsible for CS tool architecture and administration. The focus is on durable systems, actionable data, and automation that reduces churn risk and supports efficient, consistent customer engagement.

Customer Health Visibility

• Build and maintain a centralized customer health dashboard in Gainsight (or equivalent).
• Define and operationalize health scoring using data from support, product usage, Salesforce, and other sources.
• Translate health scores into real-time workflows and signals that inform account prioritization and action.

Systems Integration and Architecture

• Own the end-to-end integration of data across CS, product, and support systems to provide a unified view of customer posture.
• Build internal dashboards and tooling that streamline execution for CSMs, TAMs, and leadership.
• Ensure alignment between CS systems and the broader GTM and product data ecosystem.

AI-First Workflow Development (preferred)

• Design and implement AI-enabled workflows to reduce repetitive tasks, increase speed to insight, and improve decision quality.
• Leverage LLMs (e.g., ChatGPT, Claude), no-code platforms, and native tool integrations (e.g., Gainsight Horizon AI) to create scalable solutions.
• Maintain ownership of internal prompt libraries, AI assistants, and use-case-specific automations.

Operational Design and Scale

• Build structured systems that support key CS processes such as onboarding, renewals, escalations, and executive business reviews.
• Eliminate inefficiencies through systems design, workflow simplification, and automation.
• Serve as the primary CS systems architect, collaborating with Product, Engineering, RevOps, and Data.

What We’re Looking For

• 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.

You might also have

• 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.

Culture

Our talented teams are collaborative and supportive as we move quickly to research and develop new ideas, deliver new features to our customers, and iterate on ideas and innovations. We accomplish this by focusing on our five core values: Trust, Transparency, Quality, Customer Focus, and Delivery. Our team is determined to make a difference to positively impact our way of life by securing the technology that is changing the world.