Gainsight Administrator

Braze•New York City, NY

13d

About The Position

The Business Systems team builds and operates internal platforms that power Braze’s Customer Experience (CX) organization. Gainsight is the system of record for more than 200 users, primarily in Customer Success, and is expanding to support additional CX teams. The Gainsight Administrator is the hands-on technical execution layer for the platform, working with the CX Business Systems Analyst to turn CX strategy and shaped requirements into scalable, well-governed system configuration. The role administers Gainsight configuration, data integrity, permissions, documentation, workflows, reporting, integrations, and AI capabilities. It contributes hands-on to platform roadmap work, leads QA and UAT through release, and supports ongoing operations, hypercare, performance monitoring, and platform updates. The position partners with CX Operations, technical project and analyst teams, Salesforce administrators, Data teams, IT, Security, and GRC.

Requirements

At least 3 years in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations, including at least 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 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 a track record of data-quality and governance discipline.
Clear communicator who partners effectively across CX, Operations, and technical teams; strong written and verbal English skills are essential.
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 up 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 and maintain Gainsight configuration standards, data integrity, user and permission management for internal and external users, and administrator 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 that guide 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 automation.
Partner with Salesforce administrators and Data teams on Gainsight 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 new connectors and AI capabilities.
Contribute hands-on 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 execute shaped requirements through hands-on administration.
Manage ongoing support and hypercare, monitor system performance, evaluate and apply Gainsight platform releases, and maintain release logs, configuration inventories, admin documentation, and technical guidance.

Benefits

Competitive compensation that may include equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Comprehensive benefit plans covering medical, dental, vision, life, and disability.
Family services that include fertility benefits and equal paid parental leave.
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
Curated in-office employee experience designed to foster community, team connections, and innovation.
Opportunities to give back, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Collaborative, transparent, and fun culture recognized as a Great Place to Work®.