Gainsight Administrator

Braze•Chicago, IL

13d•Hybrid

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 today, and is expanding to support additional CX teams. The Gainsight Administrator is the hands-on technical execution layer for the platform, partnering with 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, integrations, workflows, reporting, security, and AI capabilities. It contributes hands-on to the Gainsight roadmap, leads quality assurance and user acceptance testing through release, and provides ongoing support, hypercare, performance monitoring, release evaluation, and documentation. The position also partners with CX Operations, Salesforce administrators, Data teams, IT, Security, and GRC to deliver and maintain reliable platform capabilities. For candidates based in the United States, starting pay is expected to be $78,000–$122,000 per year, with expected on-target earnings of $87,000–$136,000 per year, including bonus or commission. Actual offers may vary based on factors including location, job-related knowledge, skills, and experience. The role also qualifies for equity grants of restricted stock units. Braze describes its work model as hybrid and says benefits vary by location.

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 the Gainsight–Salesforce integration, with ability to troubleshoot 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.
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 up 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 and maintain Gainsight configuration standards, data integrity, user and permission management for internal and external users, and administrator documentation for a platform serving more than 200 users.
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, and 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; keep configurations aligned with platform builds and enhancements.
Develop and maintain dashboards and reports covering health, adoption, usage, renewals, and sentiment, and report on 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, ensuring customer data is handled appropriately.
Contribute hands-on to the Gainsight roadmap, including health-scoring models, CTAs and playbooks, dashboards, data integrations, and AI capabilities.
Lead quality assurance and user acceptance testing through release.
Partner with the CX Business Systems Analyst/Technical Project Manager team and CX Operations to execute requirements shaped by those teams.
Manage ongoing support and hypercare, monitor system performance, evaluate and apply Gainsight 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.
Comprehensive medical, dental, vision, life, and disability benefit plans.
Family services, including 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.