Gainsight Analyst – Customer Success Operations

Gainsight Analyst – Customer Success Operations

Requirements

• Strong understanding of Customer Success Operations, digital-first engagement strategies, and At-Scale CS Programs
• Strong Data Management and reporting capabilities, including Gainsight Reports, Salesforce, and Tableau
• Expertise in Gainsight administration with experience in configuring Gainsight CS, PX, and Journey Orchestrator
• Excellent problem-solving skills with the ability to troubleshoot system issues and drive process improvements
• Ability to train and enable end users to maximize adoption and impact of Gainsight
• Ability to build and scale operational frameworks that enhance customer experience and internal efficiency
• Excellent project management skills, with the ability to lead cross-functional initiatives and drive execution
• Ability to influence stakeholders across different teams, balancing strategic vision with execution
• Strong project management skills with the ability to lead system Implementations, enhancements, and governance

Responsibilities

• Curate, organize, and manage CSM artifacts while working closely with marketing and internal documentation teams
• Define, implement, and continuously improve Journey Orchestrator workflows and automation strategies that enable Klaviyo to drive customer success at scale
• Work closely with our Gainsight Developer to ensure seamless integration of CS tools, platforms, and processes
• Partner with CSM Leadership, Analytics, BPA, and Systems teams to enhance Gainsight, Salesforce, and other key CS platforms
• Identify gaps in tooling and data accessibility, working cross-functionally to implement solutions that streamline customer journey management, CSM Workflows, and Dashboard usage
• Develop governance frameworks and standard operating procedures (SOPs) to ensure process consistency across global CS teams
• Ensure all Customer-facing material is up-to-date and current while maintaining internal documentation
• Lead efforts to enhance product & process adoption across all areas of customer success
• Act as a key stakeholder between Customer Success At-Scale, Digital, and CS Analytics teams, ensuring alignment on CSM Managed, Digital, and At-scale success motions
• Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations
• Partner with Customer Success Enablement to drive best-in-class user training and enablement campaigns
• Lead and assist CS Enablement Efforts, as well as leading UAT efforts
• Establish performance measurement frameworks to track the success of operational improvements
• Regularly communicate key insights, data-driven recommendations, and process optimization opportunities to leadership

Preferred Qualifications

• Gainsight Certifications (Associate Admin 1, Topic-Specific)
• Additional Certifications a plus
• Proven history of designing and implementing scalable customer success platforms that drive measurable business outcomes
• Experience leading data-driven process improvements and working with cross-functional teams to optimize CS workflows