About The Role
We’re looking for a CS Systems Administrator, with serving as administrator for Gainsight and GuideCX that will play a critical role in designing and operationalizing the systems, data flows, and processes that empower our Customer Success team to deliver exceptional value at scale.
This is a highly cross-functional role requiring collaboration across Product, Marketing, Sales, Support, Consulting and RevOps. You’ll work at the intersection of data, systems, and strategy—leveraging tools, Salesforce (SFDC), and a range of digital technologies to drive efficiency, insights, and automation.
What You’ll Do
Solution Design
Configure, deploy, and administer the Gainsight and GuideCX platforms (system configuration, reports, dashboards, end-to-end, workflows, systems integrations)
Collaborate with cross-functional end users to gather business requirements that impact Gainsight/GuideCX and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
Business Process Creation + Innovation
Develop new business processes in partnership with Customer Success leadership and cross-functional teams
Manage the rollout of processes, including thoughtful timing
Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
Manage mapping and documentation of customer success processes
CS System Strategy + Evolution
Evaluate and implement new digital tools, including AI technologies.
Manage day-to-day support of Gainsight/GuideCX users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight and GuideCX platforms.
Maintain expertise in Gainsight, GuideCX and other relevant software by staying up to date on new features, trends, and related technologies
Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight and GuideCX major release
Requirements
Gainsight Level 3 Admin Certification
Strong familiarity integrating Gainsight, Salesforce (SFDC), and other digital CS tools
Experience with GuideCX, Workato, Domo is a plus
3+ years of experience in Customer Success Operations, RevOps, or equivalent roles at SaaS companies. Including experience developing, supporting, or consulting on business intelligence or data solutions.
Experience building digital CS programs from the ground up
Proven track record implementing AI-driven solutions
Hands-on experience operating and optimizing customer communities and self-service platforms
Excellent collaboration skills with the ability to drive alignment across multiple departments
Strong analytical mindset with the ability to translate data into strategic recommendations