
Customer Success Operations Expert
2 days ago
Job Overview:
We are seeking a technical and functional expert to join our team. As a subject matter expert on Gainsight, you will support our customer success strategy by partnering with global Professional Services and Operations teams.
This role is a mix of technical configuration, integration, and business alignment.
Key Responsibilities:
- Act as the SME on Gainsight for our 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.
- 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 and API-based data flows.
- Knowledge of customer success operations, 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.
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