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 youll 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 :

- 38 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.