Gainsight Administrator

Position Overview We are seeking a highly motivated Gainsight Administratorto own and evolve our Customer Success technology ecosystem. This individual will report directly to the CIO and serve as the primary business systems partner to Customer Success. This role combines Gainsight administration, Salesforce expertise, and cross-functional project leadership. The successful candidate will be responsible for the administration, optimization, and governance of Gainsight while helping align Salesforce, customer success processes, and executive reporting. This is not simply an administrator role. We are looking for a technology leader who can partner with business stakeholders, translate operational needs into scalable solutions, drive adoption, and lead projects at CallMiner. Key Responsibilities Gainsight Platform Ownership Serve as the primary administrator and subject matter expert for Gainsight. Own platform configuration, governance, enhancement planning, and roadmap development in concert with Salesforce Admins. Configure and maintain: Customer 360 Health Scores Success Plans CTAs Rules Engine Journey Orchestrator Surveys Timeline Reporting and Dashboards Lead continued evolution of CallMiner's customer health and risk management framework. Drive AI-enabled customer success capabilities including AI Follow-Up and future automation initiatives. Salesforce & Customer Success Operations Partner with Salesforce Admins to ensure alignment between Salesforce and Gainsight. Serve as a backup Salesforce administrator focused on Customer Success business processes. Manage integrations, data synchronization, and customer lifecycle workflows. Improve account ownership, customer segmentation, renewal tracking, expansion visibility, and customer health management. Support initiatives focused on retention, adoption, renewals, and customer outcomes. Project Leadership Lead strategic initiatives involving Gainsight, Salesforce, and other business systems. Manage projects from requirements gathering through deployment and adoption. Facilitate stakeholder workshops and business process design sessions. Coordinate internal teams, vendors, and implementation partners. Create project plans, milestones and communications. Ensure successful testing, deployment, and user adoption of new functionality. Data & Analytics Develop executive dashboards and operational reporting. Deliver visibility into: Customer Health Product Adoption Renewal Risk Expansion Opportunities Customer Engagement Churn Indicators Improve consistency of customer reporting across Gainsight, Salesforce, and other business systems. Process Improvement & Automation Identify opportunities to automate manual customer success processes. Drive efficiency improvements across onboarding, adoption, renewal, and expansion workflows. Support the ongoing transformation of Customer Success processes through technology and automation. Evaluate…