Job Description
The role involves managing and optimizing the Customer Success technology ecosystem, primarily focusing on Gainsight, to enhance customer engagement, automate processes, and support post-sales operations within a SaaS environment.
Key Responsibilities
- Own and evolve the Customer Success technology ecosystem, focusing on Gainsight and collaborating with other systems like Salesforce, Certinia, Gong, and automation platforms.
- Design and maintain system configurations, including business rules, success plans, scorecards, playbooks, and automated actions to enhance customer engagement.
- Manage integrations and data flows between systems, ensuring reliable data exchange and system interoperability.
- Support deployment of new technology or processes into production, translating business needs into scalable technical solutions.
- Partner with cross-functional teams to gather requirements, document use cases, and ensure system integrations support business objectives.
- Apply Agile practices to estimate, plan, and track work, participating in sprint planning, backlog grooming, and retrospectives.
- Proactively communicate project status, risks, and blockers to stakeholders, maintaining transparent documentation.
- Champion data quality and governance, collaborating with analytics teams to ensure accurate reporting and data integrity.
- Contribute to continuous improvement of Customer Success operations, processes, and system scalability.
Requirements
- Minimum of 4 years administering Gainsight or equivalent Customer Success platforms such as Totango, ChurnZero, or Salesforce Success Cloud.
- Proven experience supporting or optimizing Customer Success, Renewals, or Post-Sales operations in a SaaS environment.
- Demonstrated ability to analyze requests critically and guide stakeholders toward scalable, standards-aligned solutions.
- Experience working in Agile or sprint-based environments, using tools such as JIRA for workload management and delivery tracking.
- Strong written and verbal communication skills with the ability to explain complex systems concepts clearly to non-technical stakeholders.
- Experience managing data integrations, e.g., Gainsight - Salesforce or Databricks, and automation tools such as Workato or Zapier.
- Excellent organizational skills, attention to detail, and ability to balance tactical execution with longer-term system thinking.
- Experience with Certinia FinancialForce administration or similar PSA systems (preferred).
- Familiarity with Gong, Matik, or other post-sales tools (preferred).
- Experience working within a structured Customer Success Operations or Systems organization.
- Strong documentation habits using Confluence or similar tools.
- Ability to balance short-term execution with long-term system scalability.
- Ability to support or support/supporting the deployment of new technology or processes to production.
- Ability to translate business needs into scalable technical solutions that align with Customer Success strategy and sprint delivery framework.
- Partner cross-functionally with CS Operations, GTM Systems, and Data teams to gather requirements, document use cases, and maintain reliable integrations and data flows.
- Apply Agile delivery practices, estimate and break down work into sprint-sized deliverables, track progress in JIRA, and participate actively in backlog grooming, sprint planning, and retrospectives.
- Proactively manage workload and communication, update stakeholders on timelines, risks, and trade-offs, raise blockers early, and maintain transparent documentation.
- Champion data quality and governance, partnering with Core Ops and Analytics to maintain data accuracy and ensure consistent reporting across systems.
- A passion for improving processes and building systems that empower teams to focus on customer outcomes.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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