Gainsight & Customer Success Systems Administrator

AvePoint•Jersey City, NJ

13d

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, with a primary focus on Gainsight. The role optimizes customer lifecycle workflows, supports digital customer engagement, and enables scalable customer success through automation, reporting, and operational excellence. It partners with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to ensure technology investments support customer adoption, retention, expansion, and operational efficiency. The administrator owns Gainsight platform stability, scalability, governance, configuration, and best practices. The role develops and evolves customer health scoring, automated customer engagement programs, CTAs, workflows, reporting, and dashboards. It also leads enhancements from requirements gathering through implementation and adoption, maintains data integrity and platform integrations, and provides insights to support customer management, renewal planning, and business decisions. Within the first year, the successful candidate is expected to establish Gainsight as a scalable and trusted platform, improve health scoring and digital customer success programs, increase operational efficiency through automation, deliver useful reporting and insights, build cross-functional partnerships, and help shape AvePoint’s Customer Success technology strategy. The salary range is $75,000–$110,000 base. Total rewards include medical, dental, and vision benefits, a 401(k) with match, and unlimited PTO; depending on the role, bonuses, commissions, or equity may also be offered.

Requirements

At least 3 years of hands-on Gainsight administration experience in a SaaS environment.
Demonstrated expertise with 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 a primary administrator and subject matter expert for Gainsight, 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 integration effectiveness across platforms.
Manage system enhancements, testing, documentation, and release processes.
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 and growth opportunities, and align health score frameworks with business priorities and customer success motions.
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 assess program effectiveness using data-driven insights.
Manage and optimize CTA strategies, workflows, and playbooks; monitor adoption, completion rates, and process effectiveness.
Work with CSMs, TAMs, and leadership to reduce administrative effort, improve customer-facing productivity, and automate repetitive tasks.
Develop reports and dashboards on customer health, adoption, retention, and operational performance; support quarterly business reviews, renewal planning, and leadership reporting.
Use customer success data to identify trends, gaps, and process-improvement opportunities, and recommend actions that improve customer outcomes and business impact.
Lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption, translating business requirements into scalable technology solutions.
Partner with Customer Success, Technical Account Management, Renewals, and Sales Operations, and communicate project progress, risks, recommendations, and business impact to stakeholders.
Build strong partnerships across Customer Success and Revenue Operations and help evolve the Customer Success technology strategy.