Gainsight / PSO Consultant – Customer Success & Product Operations

21 hours ago

New Delhi, India Zywave Full time

Role OverviewWe are seeking a Gainsight / PSO Consultant to join our India operations. In this role, you will act as a technical and functional expert on Gainsight, supporting Zywave’s customer success strategy. You will partner with global Professional Services and Operations teams to design, implement, and optimize Gainsight solutions for internal and client-facing use cases.This role is a mix of technical configuration, integration, and business alignment — requiring you to understand client success processes, translate them into Gainsight capabilities, and ensure seamless adoption. You will be stakeholder-facing, collaborating across Product, Customer Success, and Technical teams.Key Responsibilities- Act as the subject matter expert (SME) on Gainsight for Zywave’s India team. - Own the configuration, customization, and administration of Gainsight across multiple business units. - Design and implement business processes, playbooks, and workflows in Gainsight to drive customer engagement and retention. - Collaborate with global PSO teams to deliver end-to-end Gainsight implementations for internal and external stakeholders. - Manage integration of Gainsight with other enterprise systems (Salesforce, boundary apps, data platforms, etc.). - Partner with Customer Success, Product, and Data teams to define KPIs, dashboards, and reports that deliver actionable insights. - Work with business stakeholders to translate needs into Gainsight solutions, balancing technical feasibility and business outcomes. - Ensure best practices in data integrity, governance, and automation within Gainsight. - Provide training, enablement, and documentation to end-users and stakeholders.Qualifications & Skills- 5+ years of experience in CRM / Customer Success platforms, with at least 2+ years of direct Gainsight experience. - Strong background in Gainsight Administration, Configuration, and Integration. - Experience with Salesforce integration (Sales/Service Cloud) and API-based data flows. - Knowledge of customer success operations (CS Ops), including health scores, journey mapping, playbooks, and retention metrics. - Ability to gather business requirements and translate them into scalable Gainsight solutions. - Strong data analysis, reporting, and dashboard creation skills. - Excellent stakeholder management and communication skills. - Experience working in global organizations across cross-functional and customer-facing teams.Why Join Zywave?- Play a key role in shaping Zywave’s Customer Success operations with Gainsight. - Work at the intersection of business and technology, delivering high-impact solutions. - Collaborate with global teams in a high-growth, innovation-driven environment. - Opportunity to build expertise in RevTech and InsurTech leadership.

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