GainSight Administrator - CSM

The Gainsight Administrator is a key member of the Customer Success Operations team, responsible for configuring, deploying, and maintaining the Gainsight platform. This role ensures that customer data is translated into actionable insights, enabling proactive engagement and long-term retention strategies.

Responsibilities:

Platform Configuration & Deployment

Set up dashboards, reports, workflows, and integrations with CRMs like Gainsight.

Business Requirements Gathering

Collaborate with cross-functional teams to understand needs and translate them into Gainsight solutions.

Customer Success Enablement

Design business rules that trigger alerts and actions based on customer health, risk, and engagement metrics.

Process Development & Rollout

Partner with leadership to create scalable customer success processes and manage their implementation.

User Support & Training

Provide day-to-day support, troubleshoot issues, and train users on Gainsight best practices.

System Monitoring & Optimization

Ensure data integrity, monitor performance, and recommend improvements based on usage patterns.

Documentation & Continuous Improvement

Maintain process documentation and stay updated on Gainsight releases to adopt new features.

Required Skills & Qualifications:

Bachelors degree or equivalent experience in business, data analytics, or computer science

Experience with CRM platforms (Gainsight preferred)

Strong analytical and problem-solving skills

Excellent communication and stakeholder management abilities

Project management and business analysis experience

Self-starter with a systems mindset and strategic thinking

Preferred Skills

Gainsight Associate Administrator Certification

Experience in customer success, support, or marketing operations

Familiarity with data modelling, SQL, and dashboard design

Prior experience interacting with senior leadership