Customer Success AI Architect

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

This role operates at the center of the Customer Office, Enterprise Systems, Data, and Organizational Change. You will lead the architecture and evolution of Gainsight and related GTM platforms, building scalable processes, strong data foundations, intelligent automation, and measurable business impact. This position reports to the Director of Business Systems Operations.
We're seeking a highly technical, innovative, and forward-thinking CS AI Architect to lead the design and deployment of AI-driven capabilities across our CS tech stack. This is an individual contributor role responsible for embedding AI directly into Customer success workflows to enable smarter decision-making, automate manual processes, and improve execution across Customer Office teams. You'll act as both a builder and operator, translating a deep understanding of CS workflows into practical AI systems.

WHAT YOU WILL BE DOING

CS AI Strategy & Use Case Development — Identify and prioritize high-impact AI use cases across Customer Office teams in partnership with Revenue Operations, aligning initiatives with business priorities to improve field productivity, conversion, and customer outcomes

AI Workflow Design & Deployment — Design and implement AI-driven workflows and agentic solutions across the Customer Office tech stack, embedding AI into core processes like pipeline inspection, lead prioritization, deal coaching, and customer engagement — practical, scalable, and built for field adoption

Automation & Intelligence Layer — Build and scale automation and intelligence layers on top of Salesforce and the broader GTM stack, leveraging LLMs and modern AI tools to evolve manual processes into intelligent, automated workflows.

Systems & Expert Partnership — Serve as the AI expert, partnering with Enterprise Systems and Architecture teams to define and enforce data models, governance standards, and long-term architectural integrity across the Gainsight and GTM tech stack.

Data & Signal Utilization — Leverage Customer data to power AI-driven insights and workflows, ensuring high-quality inputs and outputs for confident decision-making.

Continuous Innovation & Experimentation — Stay ahead of AI and GTM technology trends by rapidly evaluating, testing, and scaling new tools and approaches.

WHAT YOU BRING

5-8 years of progressively responsible experience across RevOps, GTM systems, software engineering, or technical roles in B2B SaaS

Strong hands-on experience with AI/ML, LLMs, and automation frameworks

Deep experience with Salesforce and modern GTM tech stacks

Strong technical skills (e.g., Python, APIs, integrations, data workflows)

Proven ability to design and deploy AI-driven solutions in business environments

Strong understanding of Customer Success processes and revenue operations

Ability to translate business problems into scalable technical solutions

Experience working cross-functionally with business and technical stakeholders

Highly autonomous, self-directed, and comfortable operating as a senior individual contributor

Curiosity and passion for applying AI to real-world business problems

SUCCESS METRICS

Adoption and utilization rate of newly deployed AI-driven workflows and agentic solutions.

Measurable improvement in field productivity and efficiency across Customer Office teams.

Successful integration of AI capabilities with th…