Senior Customer Success Systems Analyst (Gainsight)
Core
Manage the day-to-day administration, optimization, and execution of the Gainsight platform to support Customer Success and Technical Account Management teams.
Role type
Senior Customer Success Systems Analyst (Gainsight)
Builds
Scalable Gainsight platform configurations, health score frameworks, and call-to-action workflows for customer success operations.
Domain
SaaS Customer Success / Customer Success Technology Stack
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Gainsight administration, Rules Engine, Scorecards and Health Scores, CTAs and Playbooks, Success Plans, Journey Orchestrator, Reporting and Dashboards, Data Management, Project Management, Support Queue Management
Preferred skills
Salesforce administration, CRM data models, Gainsight integrations (Gong, Outreach), SaaS customer lifecycle metrics
Technologies
Gainsight, Salesforce, Gong, Outreach
Responsibilities
Configure and maintain Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations; Manage and optimize Call to Action (CTA) design, playbooks, and workflows; Lead and execute Gainsight enhancement projects from requirements through implementation; Monitor Health Score KPIs and effectiveness; Partner with cross-functional teams to align platform enhancements with technology strategy.
Seniority
Senior, hands-on IC