Gainsight Administrator

Role overview

Platform administration and configuration

• Maintain Gainsight configuration, data integrity, user and permission management, documentation, and reliability.
• Configure C360/R360, scorecards, health models, CTAs, playbooks, and success plans.
• Build and maintain Rules Engine jobs and Journey Orchestrator programs; troubleshoot rules and data-load failures.
• Configure Copilot prompts, Key Definitions, and Skills supporting Claude use of the Gainsight MCP.

Data, reporting, and security

• Create dashboards and reports for health, adoption, usage, renewals, and sentiment, including reporting on internal Gainsight adoption.
• Use Data Designer and Rules to prepare data and coordinate Salesforce and Snowflake integrations, field mappings, schema changes, sync troubleshooting, quality, and retention.
• Work with IT, Security, and GRC on access controls, authentication, and security reviews for connectors and AI features.

Roadmap, releases, and support

• Build health-scoring models, CTAs, playbooks, dashboards, integrations, and AI capabilities; lead QA and UAT through release.
• Provide hands-on delivery with CX systems and operations partners, manage support and hypercare, monitor performance, assess releases, and maintain documentation.

Required qualifications

• At least 3 years in CX or Customer Success Operations, Systems Administration, or Revenue Operations, including 2 years of hands-on Gainsight administration.
• Expertise with Gainsight Rules Engine, Data Designer, C360/R360, health scoring, CTAs, Playbooks, Success Plans, Journey Orchestrator, reporting, and dashboards.
• Understanding of Salesforce data models and integration troubleshooting; ability to deliver scalable, documented configuration.
• Strong analytical, problem-solving, data quality, and governance skills; clear communication and strong written and verbal English.
• Ability to manage concurrent initiatives and dependencies.

Preferred qualifications

• Customer intelligence, sentiment, or early-warning tooling experience, including StaircaseAI; experience with other customer success platforms.
• Gainsight NXT Administrator certification, Level 2 or 3; Staircase AI integrations; Snowflake, SQL, integration tooling, REST APIs, or JSON.
• Familiarity with Gainsight AI, supporting multiple segments or partner models, or owning Gainsight alongside an operations or systems analyst.
• Salesforce Administrator certification.

Compensation

• For candidates in Canada, expected starting base pay is CA$86,000–CA$134,000 per year; expected on-target earnings are CA$95,000–CA$149,000 per year, including variable compensation.
• Offer amounts may vary by location, job-related knowledge, skills, and experience. The role is eligible for a total rewards package including restricted stock units.

Workplace

• Braze describes its working approach as hybrid and offers an in-office employee experience.

Benefits

• Benefits may include retirement and employee stock purchase plans, flexible paid time off, medical, dental, vision, life and disability coverage, family services, professional development, and community programs.