Gainsight Administrator – Customer Success

Location: Ultralag, Heredia (Hybrid)
Education: Bachelor’s degree in Business, IT, Information Systems, or related field (or equivalent experience)
Experience: 2+ years of experience in Gainsight administration or Customer Success Operations
No of Openings: 1

Summary:

• The Gainsight Administrator – Customer Success is responsible for managing and optimizing the Gainsight platform to support customer lifecycle management, engagement strategies, and operational efficiency.
• This role works closely with Customer Success, Operations, and cross-functional teams to translate business requirements into scalable system configurations, workflows, and automation.
• The ideal candidate combines technical expertise with strong business acumen to enhance customer experience, improve retention, and drive data-driven decision-making.

Roles and Responsibilities:

• Configure, deploy, and administer the Gainsight platform, including dashboards, reports, rules engine, workflows, permissions, and integrations.
• Collaborate with cross-functional stakeholders to gather requirements and translate them into scalable Gainsight and CRM configurations.
• Define and manage key metrics, data sources, and reporting structures to support customer health, renewals, and lifecycle tracking.
• Design and maintain business rules to analyze customer data and trigger proactive engagement actions.
• Support the rollout, documentation, and continuous improvement of Customer Success processes.
• Provide day-to-day platform support, including troubleshooting, workflow updates, and user administration.
• Monitor system performance, data integrity, and user activity; recommend and implement enhancements.
• Stay current with platform updates and evaluate opportunities to leverage new features and capabilities.
• Partner with operations and analytics teams to ensure data accuracy and alignment across systems.

Required Skills:

• 2+ years of experience as a Gainsight Administrator or advanced Gainsight user.
• Hands-on experience configuring and managing Gainsight modules (rules engine, dashboards, workflows, reporting).
• Experience working with CRM systems such as Salesforce, including understanding data structures.
• Ability to translate business requirements into technical system configurations and automation workflows.
• Understanding of Customer Success concepts such as health scoring, churn risk, renewals, and lifecycle management.
• Strong analytical and problem-solving skills with high attention to detail.
• Experience working cross-functionally and managing priorities independently.
• Excellent written and verbal communication skills.

Desired Skills:

• 2–5 years of experience in Customer Success Operations, Business Analysis, or similar roles.
• CRM administration experience or relevant certifications.
• Experience supporting SaaS or subscription-based business models.
• Experience designing or optimizing customer health scoring frameworks.
• Strong reporting and dashboard development skills.
• Familiarity with system integrations and automation tools.
• Experience presenting insights or working with senior stakeholders.