Customer Success Systems Administrator

AvePoint•Arlington, VA

13d•$75,000 - $110,000

About The Position

AvePoint is seeking a Customer Success Systems Administrator to serve as a strategic administrator and business partner for its Customer Success technology ecosystem, primarily Gainsight. The role optimizes customer lifecycle workflows, drives digital customer engagement, and enables scalable customer success through automation, reporting, and operational excellence. It partners with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to ensure technology supports customer adoption, retention, expansion, and operational efficiency. The administrator owns Gainsight stability, scalability, governance, configuration, and continuous improvement. The role develops customer health and risk intelligence, automated lifecycle engagement, CTA workflows and playbooks, and analytics for customer-facing teams and leadership. It also leads system enhancements and strategic initiatives from requirements gathering through implementation and adoption, communicating progress, risks, recommendations, and business impact to stakeholders.

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 integration effectiveness across platforms.
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 proactively identify renewal risks, growth opportunities, and trends in customer health, adoption, retention, and operational performance.
Design and optimize automated customer engagement programs using Gainsight Journey Orchestrator for onboarding, product adoption, customer education, and renewal readiness.
Partner with Digital Customer Success teams to operationalize automated engagement strategies and evaluate and improve program effectiveness.
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, increase customer-facing productivity, and automate repetitive tasks.
Support quarterly business reviews, renewal planning, and leadership reporting, using customer success data to identify trends, gaps, and process improvement opportunities.
Lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption, translating business requirements into scalable technology solutions.
Partner with Customer Success, Technical Account Management, Renewals, and Sales Operations, and communicate project progress, risks, recommendations, and business impact to stakeholders.
Establish Gainsight as a scalable and trusted Customer Success platform; improve health scoring, digital customer success programs, operational efficiency, reporting, and cross-functional partnerships.