Senior Gainsight Administrator

📋 Description

• • Serve as the primary owner and administrator for Gainsight CS Edition, ensuring platform reliability, data integrity, and adherence to configuration standards.
• • Design, configure, and maintain C360 layouts, scorecards, health models, timelines, and reporting structures to support Customer Success workflows and decision-making.
• • Build, manage, and optimize Rules Engine jobs, CTAs, Playbooks, Success Plans, and automated programs to translate Customer Success engagement models into scalable, repeatable system workflows.
• • Reduce manual effort across Customer Success teams by automating routine tasks and improving operational efficiency through Gainsight functionality.
• • Develop, maintain, and validate dashboards and reports for Customer Success leadership, CSMs, and Digital CS teams, focusing on health, adoption, engagement, renewals, churn, and customer sentiment.
• • Ensure reporting accuracy, consistency, and actionability across all levels of the Customer Success organization.
• • Partner closely with Salesforce administrators and IT teams to manage and troubleshoot Gainsight-Salesforce integrations, including field mappings, schema changes, and data sync failures.
• • Support ingestion and synchronization of data from external systems into Gainsight, maintaining clean, structured, and actionable data pipelines.
• • Establish and enforce governance policies, documentation standards, and administrative best practices for the Gainsight platform.
• • Act as a trusted systems partner to Customer Success, CS Operations, Product, Marketing, and IT/Data teams, gathering requirements, recommending technical solutions, and driving adoption.
• • Provide ongoing enablement, training, and guidance to Gainsight users across teams to ensure consistent and effective platform utilization.
• • Monitor system performance, proactively identify issues, and resolve technical failures in Rules Engine, data syncs, or automation logic to maintain platform uptime and reliability.
• • Contribute to the evolution of Gainsight as a strategic system of record for Customer Success, ensuring it is relied upon for prioritization, forecasting, and operational planning.
• • Align platform capabilities with evolving Customer Success strategies, including Digital CS / Tech-Touch motions, to support growth and retention objectives.
• • Maintain comprehensive documentation of configurations, automations, integrations, and processes to ensure knowledge transfer and continuity.