Title: Gainsight Administrator
The Opportunity
We're looking for an experienced Gainsight Administrator to join our Business Systems Success Operations team. In this role, you'll own the day-to-day administration, configuration, and continuous improvement of our Gainsight instance — serving as the connective tissue between our CS strategy and the technology that powers it. You'll also play a key role in leveraging AI-driven features within Gainsight and across our CS tech stack to drive scalable, proactive customer engagement
What you'll do
- Administration and configuration of Gainsight NXT, including rules engine, Journey Orchestrator, scorecards, dashboards, and data ingestion
- Build and maintain CTAs, playbooks, and automated workflows that support CSM productivity and customer health monitoring
- Partner with CS leadership to translate business requirements into scalable Gainsight solutions
- Leverage Gainsight's AI and automation capabilities (including Staircase AI, Gainsight MCP, etc) to surface insights and reduce manual effort
- Manage data integrity across Gainsight, Dynamics, and other integrated platforms; troubleshoot sync issues and ensure clean, reliable reporting
- Identify opportunities to incorporate AI tools (e.g., conversation intelligence, churn prediction models, generative AI summaries) into CS workflows
- Train and support CSMs and CS Ops team members on Gainsight functionality and best practices
- Stay current on Gainsight product releases, AI feature updates, and CS industry trends; evaluate and recommend new capabilities
What you need to succeed
- 3–5 years of hands-on Gainsight administration experience (NXT strongly preferred)
- Gainsight Level 1 or Level 2 certification (or equivalent demonstrated experience)
- Solid understanding of Customer Success operations, including health scoring, lifecycle management, and renewal/expansion workflows
- Experience working with AI features within Gainsight or complementary tools (e.g., Chorus/Gong, Staircase AI, or similar)
- Familiarity with prompt engineering, AI workflow automation, or LLM-powered tooling is a strong plus
- Proficiency with Dynamics CRM
- Ability to write basic rules logic, work with data models, and troubleshoot configuration issues independently
- Strong communication skills — able to translate technical configurations into plain-language guidance for CS teams
- Self-starter with strong project management instincts and the ability to manage multiple priorities in a fast-paced SaaS environment
