CS Operations Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main administrator and technical authority for Gainsight CS.

• Configure and oversee Gainsight objects, fields, layouts, permissions, health scores, CTAs, playbooks, Success Plans, reports, dashboards, and automation processes.

• Develop and manage Journey Orchestrator programs, which include audience criteria, branching logic, triggers, and automated messaging.

• Collaborate with Customer Success leadership to convert customer journey and lifecycle strategies into scalable Gainsight workflows.

• Create and maintain Rules Engine configurations, data transformations, reporting logic, and automated signals for customer health and risk.

• Work alongside other system owners to integrate and operationalize customer data within Gainsight.

• Assist in the integration and utilization of Gainsight PX and Skilljar as part of comprehensive digital adoption and customer education initiatives.

• Establish standards for platform governance, documentation, testing, change management, and administration.

• Train and empower Customer Success users while continuously refining workflows and minimizing administrative burdens.

⛳️ Requirements

• Over 3 years of practical Gainsight administration experience in a production setting.

• Proven experience in building a Gainsight implementation, rather than merely utilizing Gainsight as an end user.

• Extensive hands-on experience with Journey Orchestrator, including the creation of multi-step automated journeys, participant logic, and triggers.

• Strong background in Rules Engine, Customer Health/Scorecards, Playbooks, Success Plans, Reports, and Dashboards.

• Familiarity with Salesforce and a solid understanding of CRM data models, account structures, and integrations.

• Experience in translating business needs into scalable technical configurations.

• Excellent troubleshooting, analytical, and data-management abilities.

• A strong grasp of Customer Success workflows such as onboarding, adoption, risk management, retention, and lifecycle engagement.

• Gainsight Administrator certification or equivalent demonstrated proficiency (preferred).

• Familiarity with Gainsight PX and Skilljar (preferred).

• Experience in a multi-product SaaS environment (preferred).

• Knowledge of SaaS metrics including ARR, GRR, NRR, churn, contraction, and product adoption (preferred).

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work environment with remote options.

• Participation in team-building activities and events.