Gainsight Administrator

• Role is focused on helping go-to-market teams extract more value from Gainsight by translating business needs into practical, scalable solutions
• Less focused on enterprise architecture; more focused on direct partnership with business teams
• Success is measured by adopted workflows, trusted stakeholder relationships, reliable automations/reports, and continuous improvement in how the org uses Gainsight to drive customer health, retention, and growth

Role & Responsibilities

• Partner directly with go-to-market teams (Customer Success, Sales, Renewals, Support, Marketing, Operations) to translate business needs into Gainsight solutions
• Configure and maintain Gainsight features: playbooks, CTAs, success plans, rules engine, automations, reports, dashboards, and customer health models
• Build and refine workflows to help customer-facing teams prioritize work, manage risk, drive adoption, and improve customer outcomes
• Create and maintain reporting and dashboards for visibility into customer health, team activity, adoption, risk, and operational performance
• Support development and optimization of playbooks, lifecycle journeys, customer segmentation, health scores, and automated alerts
• Gather end-user feedback and continuously improve workflows, usability, and adoption
• Troubleshoot issues, investigate data/configuration problems, and provide timely user support
• Document configurations, processes, business logic, and enablement materials
• Partner with data, systems, and operations teams to ensure Gainsight leverages accurate and actionable data
• Stay current on Gainsight product capabilities and recommend workflow improvements
• Explore opportunities to leverage AI, MCP, and related technologies to improve automation, insights, and operational efficiency

Requirements

Must-Haves:

• 5+ years of hands-on Gainsight admin experience in a go-to-market, Customer Success, RevOps, or Sales Ops environment
• Strong working knowledge of Gainsight configuration: rules, playbooks, CTAs, reporting, dashboards, success plans, and automation workflows
• Ability to engage directly with business stakeholders, understand ambiguous requests, and translate needs into system solutions
• Familiarity with customer success operations
• Proactive stakeholder partnership — not just ticket-queue support
• Strong problem-solving, diagnostic, and tradeoff evaluation skills
• Experience supporting customer-facing teams (CS, Sales, Renewals, Support, Account Management)
• Comfortable working with data, reports, dashboards, segmentation logic, and operational metrics
• Strong communication skills, including explaining technical concepts to non-technical users
• Detail-oriented, organized, able to manage multiple priorities and stakeholder needs
• Experience documenting processes, configurations, and user guidance

Nice-to-Haves:

• Gainsight Administrator certification
• Salesforce or other CRM integration experience
• Background in CS Ops, RevOps, GTM Systems, or Business Systems
• Familiarity with AI-enabled workflows, MCP, automation agents, or emerging AI capabilities
• Experience driving user adoption through training, enablement, or office hours
• Understanding of customer lifecycle management, health scoring, risk management, renewals, adoption, and expansion motions.

Key Points:

• Flag Gainsight Admin-level certification, a plus
• Ideal profile: consultative, curious, comfortable with ambiguity; digs into the "why" behind requests rather than just executing tickets.
• Strong signal: candidates who can configure a playbook, build a dashboard, troubleshoot an automation, AND hold strategic conversations with CS leadership.