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 and implement new capabilities that improve customer outcomes and operational efficiency.
User Enablement & Governance
- Create and maintain platform documentation, standards, and governance processes.
- Assist in the creation of user training and enablement programs.
- Serve as escalation point for platform questions and support needs.
- Promote best practices throughout Customer Success teams.
Requirements
Required Qualifications
- Bachelor's degree or equivalent practical experience.
- 3+ years of Gainsight Administration experience.
- 5+ years of Salesforce Administration experience.
- Experience leading enterprise software implementation or optimization projects.
- Strong understanding of Customer Success and Revenue Operations processes.
- Experience with customer health scoring, lifecycle management, CTAs, and success planning.
- Strong business analysis and process improvement skills.
- Excellent communication and stakeholder management abilities.
- Ability to work effectively with both technical and non-technical audiences.
Preferred Qualifications
- Gainsight NXT Certification.
- Salesforce Administrator Certification.
- Salesforce Advanced Administrator Certification.
- Experience in a SaaS or subscription-based business.
- Experience with customer journey orchestration and customer lifecycle analytics.
- Familiarity with Power BI, Snowflake or equivalent analytics platforms.
- Project Management experience
- Experience leading Customer Success technology transformations.
Benefits
About CallMiner
Does the possibility of using artificial intelligence to improve human connection excite you? We agree! CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action
CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood. Our strong commitment to a positive workplace has earned us the recognition of a 2021 & 2022, 2024 and 2025 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.
Benefits + Perks
At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, and more.
We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.