About the Role
The role involves managing Gainsight as a system administrator, ensuring data integrity, supporting customer success workflows, and enabling operational efficiency across the customer lifecycle.
Responsibilities
- Administer and maintain the Gainsight platform to ensure optimal performance and uptime
- Configure workflows, reports, and dashboards to support customer success initiatives
- Collaborate with cross-functional teams to implement best practices in customer operations
- Ensure data accuracy and consistency across customer-facing systems
- Support onboarding and training for Gainsight users across departments
- Monitor system usage and recommend improvements for user adoption
- Troubleshoot technical issues and coordinate with support teams when needed
- Maintain documentation for system configurations and operational procedures
- Partner with data teams to integrate Gainsight with other CRM and analytics tools
- Lead change management for platform updates and feature rollouts
- Develop and track KPIs related to customer health and retention
- Assist in defining customer segmentation and journey mapping strategies
- Provide insights to leadership based on customer success metrics
- Ensure compliance with data governance and security standards
- Optimize processes for scalability as the customer base grows
- Coordinate with product teams to relay customer feedback and feature requests
- Support renewal and expansion forecasting efforts
- Facilitate regular operations meetings with customer success leadership
- Implement automation to reduce manual reporting and tasks
- Maintain user roles and permissions within Gainsight
- Audit system data for completeness and accuracy
- Drive continuous improvement in customer success technology stack
- Assist in developing playbooks for customer engagement
- Work closely with customer onboarding and support teams
- Ensure alignment between operational tools and business objectives
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Customer Success team
Why This Role Matters
This position plays a key role in ensuring the customer success team operates efficiently by maintaining a reliable, data-rich platform. The administrator directly impacts how customer insights are captured, shared, and acted upon across the organization.
What You’ll Achieve
You will enable proactive customer engagement by maintaining a robust Gainsight environment, improve decision-making through accurate reporting, and help scale operations as the business grows.
