Gainsight Expert

We are seeking a highly skilled Gainsight expert to drive customer success strategy and implementation. In this role, you will act as a technical and functional expert on Gainsight, supporting our client success processes.

This position requires a mix of technical configuration, integration, and business alignment, involving the understanding of client success processes and translation into Gainsight capabilities.

Main Responsibilities:

• Act as the subject matter expert (SME) on Gainsight for our team.
• Configure, customize, and administer Gainsight across multiple business units.
• Design and implement business processes, playbooks, and workflows in Gainsight to enhance customer engagement and retention.
• Collaborate with global teams to deliver end-to-end Gainsight implementations for internal and external stakeholders.
• Manage integration of Gainsight with other enterprise systems.
• Partner with Customer Success, Product, and Data teams to define KPIs, dashboards, and reports that provide 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.

To be successful in this role, you will need:

• 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 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.