Customer Success Systems Administrator

AvePoint•Richmond, VA

13d•$75,000 - $110,000

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, primarily focused 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 across 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 role owns Gainsight administration and platform governance, including configuration and optimization of the Rules Engine, Success Plans, CTAs and Playbooks, Lifecycle Management, dashboards and reporting, Journey Orchestrator programs, and customer health score frameworks. It also supports data integrity and integrations with Dynamics, system enhancements, testing, documentation, and release processes. The administrator develops customer health and risk intelligence, automated lifecycle engagement programs, workflows, analytics, and executive insights. They lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption, translate business needs into scalable solutions, and communicate project progress, risks, recommendations, and business impact to stakeholders. Within the first year, the role is expected to establish Gainsight as a trusted, scalable platform; improve health scoring and digital customer success programs; increase operational efficiency through automation; deliver actionable reporting; build cross-functional partnerships; and help evolve AvePoint’s Customer Success technology strategy.

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 Gainsight administrator and subject matter expert, 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 health score trends and recommend improvements to scoring logic, weighting, and automation; align health scoring with business priorities and customer success motions.
Develop reporting that helps leaders identify renewal risks and growth opportunities proactively.
Design and optimize automated customer engagement programs with Gainsight Journey Orchestrator 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 that guide customer-facing teams.
Monitor adoption, completion rates, and effectiveness of operational processes; identify ways to reduce administrative effort, improve customer-facing productivity, and automate repetitive tasks.
Develop reports and dashboards on customer health, adoption, retention, and operational performance.
Support quarterly business reviews, renewal planning, and leadership reporting; use 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.