Gainsight Administrator

Braze•Austin, TX

13d•Hybrid

About The Position

The Business Systems team builds and operates internal platforms that power Braze’s Customer Experience organization. Gainsight is the system of record for more than 200 users, with Customer Success as its primary user today and plans to expand the platform to additional CX teams. The Gainsight Administrator is the hands-on technical administrator who works alongside the CX Business Systems Analyst to translate CX strategy and shaped requirements into scalable, well-governed system configuration. The role administers and configures Gainsight, including its data, users, permissions, workflows, reporting, integrations, and AI features. It contributes hands-on to the platform roadmap, leads quality assurance and user acceptance testing through release, supports ongoing operations and hypercare, and partners with CX, Operations, IT, Security, GRC, Salesforce administrators, and Data teams. The position also maintains documentation and governance practices to keep the platform reliable, secure, and useful across internal and external users.

Requirements

3+ years in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations, including 2+ years of hands-on Gainsight administration.
Deep hands-on expertise with Rules Engine, Data Designer, C360/R360, Scorecards and health scoring, CTAs, Playbooks, Success Plans, Journey Orchestrator, and Gainsight reporting and dashboards.
Solid understanding of Salesforce data models and the Gainsight-Salesforce integration, including troubleshooting data syncs and load failures.
Ability to translate shaped requirements into scalable, well-documented system configuration.
Strong analytical and problem-solving skills, with demonstrated data-quality and governance discipline.
Strong written and verbal English communication skills and ability to partner effectively across CX, Operations, and technical teams.
Ability to manage multiple initiatives in parallel with varying priorities and dependencies.
Experience with customer intelligence, sentiment, or early-warning signal tooling (such as StaircaseAI), or ability to ramp on it quickly.
Experience managing Customer Success Platforms other than Gainsight.

Nice To Haves

Gainsight NXT Administrator certification (Level 2 or 3).
Experience setting up and managing Staircase AI integrations.
Experience with Snowflake and SQL, plus exposure to integration tooling and REST APIs/JSON.
Familiarity with Gainsight AI capabilities such as Copilot, including prompt and key-term configuration, and emerging connectors.
Experience supporting multiple business segments or partner and reseller models.
Experience owning Gainsight alongside an operations or systems-analyst partner in a mid-to-large SaaS environment.
Salesforce Administrator certification.

Responsibilities

Administer Gainsight configuration standards, data integrity, user and permission management for internal and external users, and administrative documentation.
Design, build, and maintain C360/R360 layouts, Scorecards and health models, CTAs, Playbooks, and Success Plans.
Build and maintain Rules Engine jobs, scheduled runs, and Journey Orchestrator programs; troubleshoot rule and data-load failures.
Configure and tune Gainsight AI capabilities, including Copilot prompts, Key Definitions, and Skills guiding Claude’s use of the Gainsight MCP.
Develop and maintain dashboards and reports covering health, adoption, usage, renewals, and sentiment, as well as internal Gainsight adoption and engagement.
Use Data Designer and Rules to ingest, transform, and merge data for reporting and automations.
Partner with Salesforce administrators and Data teams on integrations with Salesforce and Snowflake; manage field mappings, schema changes, sync troubleshooting, data quality, and retention.
Partner with IT, Security, and GRC on access controls, integration authentication, and security reviews for connectors and AI capabilities.
Contribute to the Gainsight roadmap, including health-scoring models, CTAs, playbooks, dashboards, data integrations, and AI capabilities; lead QA and UAT through release.
Work with the CX Business Systems Analyst / Technical Project Manager team and CX Operations to deliver requirements through hands-on Gainsight administration and execution.
Manage ongoing support and hypercare, monitor system performance, evaluate and apply platform releases, and maintain release logs, configuration inventories, and technical guidance.

Benefits

Competitive compensation that may include equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Medical, dental, vision, life, and disability benefit plans.
Fertility benefits and equal paid parental leave.
Professional development through formal career pathing, learning platforms, and a yearly learning stipend.
Curated in-office employee experience.
Community-giving opportunities, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Hybrid ways of working.