Gainsight & Customer Success Systems Administrator

AvePoint•Jersey City, NJ

13d•$75,000 - $110,000

About The Position

AvePoint is seeking a Customer Success Systems Administrator to serve as a strategic administrator and business partner for its Customer Success technology ecosystem, primarily Gainsight. The role optimizes customer lifecycle workflows, supports digital customer engagement, and enables scalable customer success through automation, reporting, and operational excellence. The administrator partners with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to help ensure technology investments support customer adoption, retention, expansion, and operational efficiency. The role owns the administration, stability, scalability, governance, and continuous improvement of Gainsight, including its rules, success plans, CTAs, playbooks, lifecycle management, dashboards, Journey Orchestrator programs, and customer health scoring. It also supports data integrity and effective integrations with Microsoft Dynamics and other business systems. The position leads enhancements from requirements gathering through implementation and adoption, while providing reporting and recommendations that help improve customer outcomes and business performance. Within the first year, success includes establishing Gainsight as a trusted, scalable Customer Success platform; improving health scoring; expanding digital success programs; increasing automation and workflow efficiency; delivering actionable reporting; building cross-functional partnerships; and helping evolve AvePoint’s Customer Success technology strategy. The listed base salary range is $75,000–$110,000, with final offers based on location, experience, skills, and qualifications.

Requirements

At least 3 years of hands-on Gainsight administration experience in a SaaS environment.
Demonstrated expertise with Gainsight 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 Gainsight 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 integration effectiveness across platforms.
Manage system enhancements, testing, documentation, and release processes.
Administer and continuously improve 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, growth opportunities, 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 use data-driven insights to improve program effectiveness.
Manage and optimize CTA strategies, workflows, and playbooks that guide customer-facing teams.
Monitor adoption, completion rates, and operational process effectiveness; identify automation opportunities that reduce administrative effort and improve productivity.
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.
Collaborate with Customer Success, Technical Account Management, Renewals, and Sales Operations, communicating project progress, risks, recommendations, and business impact to stakeholders.
Provide recommendations and insights that improve customer outcomes and support retention, growth, and operational efficiency.