Gainsight Administrator

About the role

You will own the Gainsight platform end to end and turn it into the system our Customer Experience team actually runs on. This is a hands-on, individual contributor role for someone who knows how to architect health scoring, build a C360 that managers trust, and design playbooks and CTAs that drive proactive customer engagement rather than busywork. You’ll partner across CS, Support, Professional Services, and Operations to translate how the business thinks about customer health into configuration that scales as we grow.

Responsibilities

• Own and build the Customer Health Score from the ground up: define the measures, scoring methodology, and weighting that reflect real risk and opportunity, and keep them accurate as the business evolves.
• Design and maintain the Customer 360 (C360) so CSMs, Renewal Managers, and leadership get a single, trustworthy view of every account at a glance.
• Build and own Gainsight playbooks and CTAs that turn customer signals into clear, repeatable actions for the CX team, then refine them based on what actually moves outcomes.
• Own account assignments and territories for CSMs, keeping coverage aligned and current in Gainsight as the customer base and team grow.
• Configure, deploy, and administer the broader Gainsight platform, including dashboards, reports, end-to-end workflows, and system integrations.
• Create enablement documentation and train the CX team on new processes, tools, and Gainsight functionality as it rolls out.
• Identify the key metrics, data sources, and feed frequency that feed health scoring and reporting, and work with internal teams to keep that data clean and current.
• Manage day-to-day platform support: field questions and ad-hoc requests, monitor system performance and data integrity, and surface recommendations for improvement.
• Spot opportunities to improve existing tools and processes, prioritizing efficiency across the post-sale organization.

Requirements

• 3–5 years of hands-on Gainsight administration experience.
• Demonstrated ownership of health scoring, C360 configuration, and playbooks/CTAs in Gainsight (Rules Engine, scorecards, Cockpit, Journey Orchestrator).
• Strong grasp of CS Ops fundamentals and how customer data drives proactive engagement.
• Comfort gathering ambiguous business requirements and translating them into scalable configuration.
• Clear communicator who can work across personality types, learning styles, and functions.
• High degree of ownership and a systems mindset for breaking down complex operational problems.

Preferred

• Gainsight Administrator certification.
• Salesforce integration experience and familiarity with how Gainsight and the CRM share data.
• 2–3 years supporting Customer Success and Renewals teams in Salesforce.com across reporting, renewal forecasting, and dashboards.
• Direct experience with data and analysis activities.