Gainsight Administrator – Customer Success

About the role

The Gainsight Administrator – Customer Success will manage and optimise the Gainsight platform to support the full customer lifecycle, drive engagement, and improve operational efficiency. Working closely with Customer Success, Operations and cross‑functional teams, you will translate business needs into scalable configurations, workflows and automations.

Key responsibilities

• Configure, deploy, and administer the Gainsight platform, including dashboards, reports, rules engine, workflows, permissions, and integrations.
• Collaborate with cross‑functional stakeholders to gather requirements and translate them into scalable Gainsight and CRM configurations.
• Define and manage key metrics, data sources, and reporting structures to support customer health, renewals, and lifecycle tracking.
• Design and maintain business rules to analyse customer data and trigger proactive engagement actions.
• Support the rollout, documentation, and continuous improvement of Customer Success processes.
• Provide day‑to‑day platform support, including troubleshooting, workflow updates, and user administration.
• Monitor system performance, data integrity, and user activity; recommend and implement enhancements.
• Stay current with platform updates and evaluate opportunities to leverage new features and capabilities.
• Partner with operations and analytics teams to ensure data accuracy and alignment across systems.

Required profile

• 2+ years of experience as a Gainsight Administrator or advanced Gainsight user.
• Hands‑on experience configuring and managing Gainsight modules such as rules engine, dashboards, workflows, and reporting.
• Experience working with CRM systems such as Salesforce and understanding their data structures.
• Ability to translate business requirements into technical system configurations and automation workflows.
• Understanding of Customer Success concepts including health scoring, churn risk, renewals, and lifecycle management.
• Strong analytical and problem‑solving skills with high attention to detail.
• Experience working cross‑functionally and managing priorities independently.
• Excellent written and verbal communication skills.

Required skills

• Gainsight
• Salesforce