Customer Success Platform Administrator

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. As Gainsight Administrator, you will be the hands-on technical execution layer for the platform, working alongside the CX Business Systems Analyst to turn CX strategy into scalable, well-governed system configuration.

Responsibilities

Administer and maintain Gainsight as the hands-on technical administrator, including configuration standards, data integrity, user and permission management for internal and external users, and admin documentation; Design, build, and maintain C360/R360 layouts, Scorecards and health models, CTAs, Playbooks, and Success Plans; Build and maintain Rules Engine jobs, scheduled runs, and Journey Orchestrator programs, and troubleshoot rule and data-load failures; Set up and tune Gainsight AI capabilities such as Copilot prompts and Key Definitions, and the Skills that guide Claude's use of the Gainsight MCP; Develop and maintain dashboards and reports for leadership, managers, and end users, including reporting on internal Gainsight adoption and engagement; Use Data Designer and Rules to ingest, transform, and merge data; partner with Salesforce admins and Data teams on Salesforce and Snowflake integrations, field mappings, schema changes, sync troubleshooting, and data quality and retention; Partner with IT, Security, and GRC on access controls, integration authentication, and security reviews; Contribute hands-on to the Gainsight roadmap and lead QA and UAT through to release; Work with the CX Business Systems Analyst / Technical Project Manager team and CX Operations to deliver requirements; Manage ongoing support and hypercare, monitor system performance, evaluate and apply new Gainsight releases, and maintain admin documentation and release logs

Requirements

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

Benefits

Competitive compensation that may include equity; Restricted stock (RSUs); Retirement and Employee Stock Purchase Plans; Flexible paid time off; Comprehensive benefit plans covering medical, dental, vision, life, and disability; Family services that include fertility benefits and equal paid parental leave; Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend; A curated in-office employee experience; Opportunities to give back, including an annual company-wide Volunteer Week and donation matching; Employee Resource Groups