Customer Success Systems Administrator

AvePoint•Arlington, VA

12d

About The Position

AvePoint is seeking a highly motivated Customer Success Systems Administrator to serve as a strategic administrator and business partner for its Customer Success technology ecosystem, with a primary focus on Gainsight. The role optimizes customer lifecycle workflows, drives digital customer engagement, and enables scalable customer success through automation, reporting, and operational excellence. The administrator partners with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to ensure technology investments support customer adoption, retention, expansion, and operational efficiency. The position administers and evolves Gainsight, including platform governance, health scoring, lifecycle automation, CTAs and playbooks, dashboards, reporting, and integrations. It leads enhancements from requirements gathering through implementation and adoption, while improving data quality, automation, customer outcomes, and operational efficiency. Success includes establishing Gainsight as a scalable and trusted platform, improving health scoring and digital success programs, delivering actionable insights, and strengthening cross-functional partnerships.

Requirements

At least 3 years of hands-on Gainsight administration experience in a SaaS environment.
Demonstrated expertise with Rules Engine, Health Scores and Scorecards, CTAs and Playbooks, Success Plans, Journey Orchestrator, reporting and dashboards, and data management.
Experience supporting Customer Success, Technical Account Management, Renewals, or Customer Operations functions.
Strong analytical and problem-solving skills, including the ability to translate business goals into scalable system solutions.
Experience managing multiple projects simultaneously in a fast-paced environment.
Excellent communication and stakeholder management skills.

Nice To Haves

Gainsight Level 3 Certification or advanced Gainsight certifications.
Experience with customer success and revenue technology platforms such as Microsoft Dynamics.
Familiarity with SaaS customer lifecycle metrics, including product adoption, time-to-value, health scores, and retention.
Experience supporting global Customer Success organizations.

Responsibilities

Serve as the primary administrator and subject matter expert for Gainsight, ensuring platform stability, scalability, governance, and adherence to best practices.
Configure and optimize Rules Engine, Success Plans, CTAs and Playbooks, Lifecycle Management, dashboards and reporting, Journey Orchestrator programs, and customer health score frameworks.
Partner with Dynamics administrators and Business Systems teams to maintain data integrity and effective integrations.
Manage system enhancements, testing, documentation, and release processes.
Administer and evolve customer health score methodologies in collaboration with Customer Success leadership; analyze trends and recommend improvements to scoring logic, weighting, and automation.
Develop reporting that helps leaders identify renewal risks, growth opportunities, customer trends, and operational performance.
Design and optimize automated customer engagement programs using Gainsight Journey Orchestrator, including touchpoints for onboarding, product adoption, customer education, and renewal readiness.
Partner with Digital Customer Success teams to operationalize automated engagement strategies and improve program effectiveness using data-driven insights.
Manage and optimize CTA strategies, workflows, and playbooks; monitor adoption, completion rates, and process effectiveness.
Partner with CSMs, TAMs, and leadership to reduce administrative effort and improve customer-facing productivity; identify opportunities to automate repetitive tasks.
Support quarterly business reviews, renewal planning, and leadership reporting with actionable reports and dashboards.
Lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption, translating business needs into scalable technology solutions.
Partner across Customer Success, Technical Account Management, Renewals, and Sales Operations, and communicate project progress, risks, recommendations, and business impact to stakeholders.
Help evolve AvePoint's Customer Success technology strategy to support customer retention and growth.