Gainsight Architect and Administrator

The Gainsight Architect and Administrator will lead the design, configuration, and ongoing management of the Gainsight platform to support scalable customer success operations. This role bridges technical expertise with strategic business insight, ensuring Gainsight is optimized to drive retention, expansion, and customer health across the organization.
Key Responsibilities · Platform Architecture & Configuration · Architect and implement scalable Gainsight solutions, including workflows, dashboards, reports, and integrations with Salesforce and other enterprise systems. · Translate business requirements into technical designs and configure Gainsight accordingly. · Maintain system integrity, performance, and security across all Gainsight modules. · Business Process Enablement · Partner with Customer Success, Sales Ops, and RevOps teams to define and automate customer lifecycle processes. · Design business rules that analyze customer data and trigger proactive engagement actions. · Develop and maintain health score frameworks, risk indicators, and success plans. · User Enablement & Support · Provide day-to-day support for Gainsight users, including troubleshooting, permissions management, and training. · Help drive adoption of Gainsight and Staircase AI platforms · Create documentation and training materials to onboard new users and promote best practices. · Monitor user activity and feedback to drive continuous improvement. · Data Strategy & Integration · Collaborate with data teams to ensure accurate and timely data feeds into Gainsight. · Manage integrations with Salesforce, Azure Synapse, and other platforms to enrich customer insights. · Ensure data hygiene and alignment with enterprise architecture standards. Qualifications · Bachelor’s degree · 3+ years of experience administering Gainsight, with proven success in architecture and deployment. · Strong understanding of customer success metrics, lifecycle management, and CRM systems (especially Salesforce). · Experience with data analytics, business process design, and systems integration. · Excellent communication and stakeholder management skills. Preferred Skills · Gainsight Administrator Certification · Familiarity with enterprise data platforms like Azure Synapse or Snowflake. · Ability to work cross-functionally and influence without authority.