Business Operations Manager, Gainsight



Multiple locations
Posted on Thursday, November 9, 2023

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Business Operations Manager

We are looking for a Business Operations Manager to join our Business Operations team within our Customer Success division. Your job will be to drives service excellence for the Customer Success Management organization through optimizing and standardizing processes, methodology, and operations. This cross functional role focuses on Gainsight administration and strategy as a key mechanism to support client facing teams with tools and workflows to drive team and client performance.. But enough about us; let’s talk about you.

You are someone who has the ability to influence cross functional teams and achieve cross divisional alignment. You are also data-driven with a commitment to process improvement. You also have a passion for process and experience scaling processes with an aptitude for working with data. As a Gainsight expert, you are focused on delivering high quality and timely deliverables with a positive approach towards the work

The Team: Our Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy.

Job Responsibilities

  • Scoping and implementation of new features in Gainsight and Salesforce to optimize and scale

  • Partner with Business Operations leadership and divisional leadership to identify opportunities to drive Gainsight process efficiency and quality

  • Ensure the timeliness and accuracy of operational activities supported by the Business Operations team

  • Align tactical work, processes, and systems across all services tiers within Customer Success

  • Support the maintenance and data integrity of Gainsight system

  • Develop and monitor accountability frameworks to ensure the business continues to follow best practice

  • Become a go-to expert on Customer Success data and goals

  • Partner with other key operational teams including Sales, Voice of the Customer, and Finance to optimize current processes and deliver on high-quality operational support

  • Continuously evaluate opportunities to simplify and automate operational processes either managed by the Business Operations team or within the business

Typical Qualifications

  • 3+ years of recent Gainsight administration experience required (UX, Rules, Journey Orchestrator, Success Profiles, CTAs, Schedules, APIs, Dashboards and Reporting)

  • 2+ years of Salesforce administration experience preferred

  • Deep proficiency in analytics/Excel

  • Bachelor’s degree in a relevant field

  • 5+ years of related professional experience (Process Improvement, Project Management, Change Management, Operations)

  • Experience designing process and workflows via stakeholder management

  • Program management experience and an ability to both hold people accountable and build shared opinions through thought leadership

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:



New York:

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.