Senior CS Systems Administrator

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

📋 Description

• Collaborate closely with executive business stakeholders and the Customer Success Transformation team to pinpoint high-impact opportunities.

• Design scalable, enterprise-level technology solutions throughout the Customer Success ecosystem.

• Oversee the complete administration, implementation, and optimization of Salesforce and associated Customer Success systems.

• Direct the technical assessment and potential greenfield implementation of specialized Customer Success Platforms such as Gainsight and ChurnZero.

• Convert intricate Customer Success business challenges into architectural blueprints, technical workflow diagrams, data mapping tables, and query criteria.

• Supervise Agile execution, which includes managing Jira epics/user stories, sprint refinement, and velocity tracking.

• Handle deployment pipelines, execution of QA testing, and oversight of production support.

• Configure and sustain Salesforce custom objects, Flow automation, Apex/SOQL, and focused Customer Success systems.

• Design and manage bi-directional integrations among Salesforce, Customer Success platforms, Snowflake/BigQuery, and product telemetry.

• Administer platform governance, technical debt, security, permissions, release updates, and architectural scalability.

• Collaborate with Product Owners, Operations Leaders, and IT Engineering to assess feasibility and refine requirements.

• Incorporate AI infrastructure and predictive automation into Customer Success workflows.

• Develop and implement QA frameworks, UAT, and structured sandbox-to-production deployment pipelines.

• Act as the primary technical escalation point for significant bugs, data synchronization issues, and platform disruptions.

• Guide junior analysts/developers and drive measurable ROI and retention outcomes.

⛳️ Requirements

• A minimum of a Bachelor’s degree in Business, Technology, or a related field is preferred.

• A Master’s Degree in Computer Science, Information Systems, or a related area is preferred.

• Over 7 years of experience in SaaS System Administration & Enterprise Architecture.

• More than 5 years of hands-on experience managing dedicated Customer Success Platforms, including implementation or optimization experience.

• At least 5 years of experience as a Salesforce Administrator/Developer with Sales Cloud and Service Cloud.

• Experience in architecting REST/SOAP APIs, middleware integrations, and ETL pipelines between Customer Success platforms and enterprise CRMs.

• A proven history of writing technical design documents, data flow maps, and test plans in an Agile development environment.

• Experience utilizing AI/LLM tools and predictive analytics within Customer Success operations.

• Proficient in standard integration design, authentication, and configuration.

• Familiarity with LLMs and other enterprise AI infrastructure and business applications is preferred.

• Highly preferred to hold a Certified Administrator designation in Gainsight, ChurnZero, or an equivalent Customer Success platform.

• In-depth knowledge of Customer Success operational methodologies, including health scores, churn prediction, playbooks, and CSAT/NPS.

• Strong proficiency in SOQL/SQL queries, data modeling, and relational database structures.

• Exceptional skills in cross-functional leadership, communication, and stakeholder management.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company contribution to a Health Savings Account.

• A 401(k) matching contribution of 50% on employee contributions deferred on up to 6% of compensation.

• Paid parental leave.

• Generous Paid Time Off.

• Company-sponsored life and disability benefits.

• Flexible Spending Account.

• Employee Assistance Programs.

• Company-supported Business Resource & Special Interest Groups.

• Opportunities for professional development.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• Global presence and opportunities for in-person collaboration.

• Dog-friendly headquarters.

• Weekly catered breakfast and lunch.

• Treadmill workstations.

• Zen and wellness rooms.