Sr. Specialist II, Gainsight Administrator
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr. Specialist II, Gainsight Administrator in India.
This role is a senior platform ownership position focused on managing and optimizing a customer success system environment that drives engagement, retention, and lifecycle management. You will be responsible for ensuring the platform effectively supports cross-functional business teams through scalable configurations, reliable data flows, and actionable insights. The position combines hands-on system administration with team leadership, requiring you to guide a small group of administrators while ensuring operational excellence. You will play a key role in translating business requirements into system solutions, enhancing customer journey programs, and improving platform performance. In addition, you will collaborate closely with leadership and stakeholders to deliver dashboards, analytics, and insights that support strategic decision-making. This is a highly impactful role where platform governance, data quality, and process improvement directly influence customer success outcomes.
Accountabilities:
- Act as the primary administrator for the Gainsight platform, managing configurations such as CTAs, Playbooks, Success Plans, Surveys, Journey Orchestrator programs, and dashboards.
- Oversee system scalability, data integrity, and performance while continuously identifying optimization opportunities.
- Manage integrations between Gainsight, product usage data sources, and other enterprise systems, ensuring smooth and reliable data flow.
- Lead and mentor a team of three administrators/analysts, providing guidance, performance feedback, and workload prioritization.
- Drive sprint planning, backlog management, and execution of platform initiatives aligned with business priorities.
- Develop and maintain dashboards, health scores, and reports to provide insights into customer lifecycle, retention, and engagement.
- Collaborate with stakeholders and executive leadership to translate business needs into scalable platform solutions.
- Enforce governance standards, documentation practices, and change management processes across the platform.
- Lead initiatives to improve customer journey programs, including onboarding, adoption, engagement, and retention workflows.
Requirements:
- 6-8 years of experience in platform administration, preferably in Gainsight or similar customer success platforms.
- Proven experience in leading or mentoring small technical or operations teams.
- Strong understanding of customer lifecycle management, data modeling, and platform administration principles.
- Hands-on experience with system configurations, data integrations, and ETL workflows.
- Strong analytical and problem-solving skills with attention to data quality and system performance.
- Excellent communication skills with the ability to work across technical and non-technical stakeholders.
- Strong organizational and project management abilities, including sprint and backlog management.
- Ability to translate business requirements into scalable technical solutions and actionable insights.
- Bachelor's degree or equivalent combination of education and relevant experience.
Benefits:
- Fully remote work opportunity within India.
- Competitive compensation aligned with experience and market standards.
- Opportunity to lead platform strategy and mentor a growing technical team.
- Exposure to enterprise-scale customer success and lifecycle management systems.
- Strong focus on professional growth, leadership development, and skill enhancement.
- Collaborative and inclusive work environment with cross-functional engagement.
- Opportunity to directly influence customer retention and business outcomes through data-driven insights.
