CS Operations Analyst

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

📋 Description

• Act as the main administrator and technical owner of Gainsight CS.

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

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

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

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

• Collaborate with other system owners to integrate and operationalize customer data within the Gainsight platform.

• Facilitate the integration and utilization of Gainsight PX and Skilljar as part of broader digital adoption and customer education initiatives.

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

• Train and empower Customer Success users while consistently enhancing workflows and minimizing administrative hurdles.

• Report directly to the Vice President of Customer Success.

⛳️ Requirements

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

• Proven experience in building a Gainsight implementation, rather than merely using 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 proficiency with Rules Engine, Customer Health/Scorecards, Playbooks, Success Plans, Reports, and Dashboards.

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

• Ability to translate business requirements into scalable technical configurations.

• Excellent troubleshooting, analytical, and data management capabilities.

• Comprehensive understanding of Customer Success workflows, including onboarding, adoption, risk management, retention, and lifecycle engagement.

• Gainsight Administrator certification or equivalent demonstrated expertise is preferred.

• Familiarity with Gainsight PX and Skilljar is preferred.

• Experience in a multi-product SaaS environment is preferred.

• Knowledge of SaaS metrics such as ARR, GRR, NRR, churn, contraction, and product adoption is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and continuous learning.

• Flexible work environment and work-life balance.