Customer Success Platform Administrator

WHAT YOU’LL DO

The Business Systems team builds and operates the internal platforms that power Braze's Customer Experience (CX) organization, with Gainsight as the system of record for 200+ users. Customer Success is the primary user today, and Gainsight is expanding to support additional CX teams. As our Gainsight Administrator, you will be the hands-on technical execution layer for the platform, working alongside our CX Business Systems Analyst to turn CX strategy into scalable, well-governed system configuration.

Responsibilities:

• Administer and maintain: Serve as the hands-on technical administrator for Gainsight, working alongside the CX Business Systems Analyst on configuration standards, data integrity, user and permission management for both internal and external users, and admin documentation, ensuring the platform remains scalable and reliable for 200+ users
• Configure and solution: Design, build, and maintain C360/R360 layouts, Scorecards and health models, CTAs, Playbooks, and Success Plans that operationalize CX engagement models
• Automate workflows: Build and maintain Rules Engine jobs, scheduled runs, and Journey Orchestrator programs, and troubleshoot rule and data-load failures so automated health, lifecycle, and outreach workflows stay accurate
• Configure and maintain AI features: Set up and tune Gainsight's AI capabilities, such as Copilot prompts and Key Definitions, and the Skills that guide Claude’s use of the Gainsight MCP, keeping both aligned as new builds and enhancements roll out
• Report and visualize: Develop and maintain dashboards and reports for leadership, managers, and end users across health, adoption, usage, renewals, and sentiment, with accuracy and actionability, as well as reporting on internal Gainsight adoption and engagement to inform enablement and platform improvements
• Manage data and integrations: Use Data Designer and Rules to ingest, transform, and merge data for reporting and automations; partner with Salesforce admins and Data teams on Gainsight integrations with Salesforce and Snowflake; and manage field mappings, schema changes, sync troubleshooting, and data quality and retention
• Support security and compliance: 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 across internal and external users
• Deliver net-new build: Contribute hands-on to the Gainsight roadmap, including new health-scoring models, CTAs and playbooks, dashboards, data integrations, and AI capabilities that support new and existing CX use cases, and lead QA and UAT through to release
• Partner cross-functionally: Work with the CX Business Systems Analyst / Technical Project Manager team and CX Operations, who gather and shape requirements, and provide the hands-on-keyboard administration and execution to deliver them
• Run and support: Manage ongoing support and hypercare, monitor system performance, evaluate and apply new Gainsight platform releases, and maintain admin documentation, release logs, configuration inventories, and technical guidance for the platform

WHO YOU ARE

• 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 across 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 and Salesforce integration, with comfort troubleshooting data syncs and load failures
• Proven 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
• A clear communicator who partners effectively across CX, Operations, and technical teams. Strong written and verbal English language 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 (for example, StaircaseAI), or the ability to ramp on it quickly.
• Experience managing Customer Success Platforms other than Gainsight

Nice to have:

• 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

For candidates based in Canada, the pay range at the start of employment for this position is expected to be between CA$86,000 - CA$134,000/year, with an expected On Target Earnings (OTE) between CA$95,000 - CA$149,000/year (including performance-based or variable compensation (bonus or commission). Your particular offer may vary depending on multiple individual factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.