As our Gainsight Administrator, you will own the end-to-end configuration, optimization, and ongoing management of Gainsight CS and Gainsight PX. You will be the subject matter expert for these tools and collaborate cross-functionally with Customer Success, Customer Experience, and Marketing to translate business strategies into actionable workflows, dashboards, and automated programs. In this role, you will ensure Gainsight is fully leveraged to support team objectives and drive efficiency, while continuously identifying opportunities to improve adoption across the customer operations ecosystem.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In your first 90 days, you will conduct a full audit of our current Gainsight configuration, establish strong working relationships with Customer Success leadership, and develop a prioritized roadmap for optimization. Within your first year, you will be the go-to internal expert driving measurable improvements in how our CS team leverages Gainsight to manage customer health, automate engagement, and track outcomes.
Essential Job Duties
Platform Configuration & Administration (CS + PX)
Configure and maintain Gainsight CS: dashboards, reports, health scoring, CTAs, playbooks, and end-to-end workflows.
Support the ongoing pilot and phased rollout of Gainsight PX: assist with user tracking setup, page tagging, event segmentation, and digital engagements (in-app messages, walkthroughs); help build an analytics framework and establish governance for scalable management.
Implement system integrations (e.g., Salesforce, marketing automation, BI tools) to ensure clean, real-time data flows and automation.
Strategy, Metrics & Insights
Partner with Customer Success, Customer Experience, Product, and Marketing teams to define and translate business outcomes into system requirements, user journeys, and automations.
Develop, maintain, and monitor customer health scorecards, adoption metrics, product engagement funnels, NPS or NRR indicators, and dashboards.
Process Ownership & Automation
Design business workflows and automation rules: triage triggers, CTAs, and playbooks to drive proactive customer engagement and product adoption.
Support digital engagement programs for end-users at scale (e.g., in-app messaging, training nudges, onboarding guides).
User Enablement & Support
Provide training, documentation, and best-practice guidance to internal users (CSMs, Customer Communications, Product Managers, Growth, Marketing) to ensure successful adoption.
Serve as the daily system support contact: field questions, customize workflows, set permissions, and troubleshoot issues.
Performance Monitoring & Continuous Improvement
Monitor system health, data integrity, and usage metrics; recommend platform improvements and adopt new features.
Maintain deep expertise in Gainsight staying current with product updates and industry trends.
Other Job Duties
- Other duties as assigned by supervisor or HHAeXchange leader.
Travel Requirements
- Travel up to 10%, including overnight travel
Required Education, Experience, Certifications and Skills
Bachelor’s degree or equivalent experience in customer success, marketing, operations, or related fields.
Hands-on experience administering Gainsight CS in a SaaS environment; experience with Gainsight PX or a similar product analytics tool (e.g., Pendo) is a plus.
Experience with customer-facing SaaS platforms and a track record of driving adoption and data integrity across tools
Strong analytical skills; ability to build reports, dashboards, and automated workflows.
Familiarity with CRM systems (Salesforce preferred) and data integration best practices.
Excellent communication, project management, and stakeholder collaboration skills.
- Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role.
Preferred:
Gainsight Administrator Certification (or Associate Admin level); candidates without certification who are actively pursuing it are encouraged to apply — we will support and fund certification upon hire.
Experience with marketing automation platforms, BI tools (e.g., Power BI, Tableau), SQL, HTML/CSS for in-app messaging.
Experience designing and maintaining cross-platform integrations (e.g., Gainsight ↔ Salesforce, Gainsight ↔ BI tools)
Experience providing enablement or training to internal teams on platforms
Background in B2B SaaS, customer success operations, or digital customer experience.
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