Customer Success Systems Administrator

AvePoint•Richmond, VA

12d•$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, with a primary focus on Gainsight. The role optimizes customer and partner 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, Customer Marketing, Channel, Renewals, Revenue Operations, Product, and Business Systems to help technology investments drive customer adoption, retention, expansion, and operational efficiency. The position administers Gainsight and Gainsight PX, maintains platform stability and data integrity, and develops customer health intelligence, lifecycle automation, CTAs, workflows, reporting, and executive insights. It also leads system enhancements and cross-functional initiatives, translating business requirements into scalable solutions and communicating progress, risks, recommendations, and business impact to stakeholders. Success in the first year includes establishing Gainsight as a trusted and scalable platform, improving health scoring and digital customer success programs, increasing efficiency through automation, delivering useful reporting, building cross-functional partnerships, and helping evolve AvePoint’s Customer Success technology strategy. The salary range is $75,000–$110,000 base salary. Final offers depend on location, experience, skills, and qualifications. Total rewards include comprehensive benefits and, depending on the role, bonuses, commissions, or equity.

Requirements

At least 3 years of hands-on Gainsight administration experience in a SaaS environment.
Demonstrated expertise with the 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 the 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.
Configure and maintain Gainsight PX, including building in-app guides and banners and tracking product usage and feature adoption.
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 to help 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 to support onboarding, product adoption, customer education, and renewal readiness.
Partner with Digital Customer Success teams to operationalize automated engagement strategies and improve program outcomes using data-driven insights.
Manage and optimize CTA strategies, workflows, and playbooks; monitor adoption, completion rates, and operational effectiveness.
Partner with CSMs, TAMs, and leadership to reduce administrative effort, improve customer-facing productivity, and automate repetitive tasks.
Support quarterly business reviews, renewal planning, and leadership reporting; recommend process improvements based on customer success data.
Lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption, translating business requirements into scalable technology solutions.
Collaborate across Customer Success, Customer Marketing, Channel, Technical Account Management, Renewals, and Sales Operations, and communicate project progress, risks, recommendations, and business impact to stakeholders.