Top 3 experience “must haves”: 1. Gainsight Admin Experience (5+ years) 2. Familiar with customer success operationally 3. Partner with stakeholder directly to offer support and solutions (not just taking tickets in a queue)
About the Role We are looking for a Gainsight Administrator to help our go-to-market teams get more value from Gainsight by translating business needs into practical, scalable solutions. This role is ideal for someone who is both technically capable and highly collaborative, with a strong ability to understand team workflows, parse intent, identify root needs, and configure Gainsight in ways that improve customer success execution. This role is less focused on enterprise architecture and more focused on partnering directly with Customer Success, Sales, Renewals, Support, Operations, and leadership teams to understand what they are trying to accomplish and deliver thoughtful solutions using Gainsight. The Gainsight Administrator will be responsible for configuring and maintaining key Gainsight capabilities, including playbooks, CTAs, rules, automations, reports, dashboards, success plans, journeys, and related workflows. The ideal candidate brings strong admin fundamentals, a solution-oriented mindset, and the ability to bridge business process and system configuration.
Key Responsibilities
Partner directly with go-to-market teams to understand business needs, clarify intent, and translate requirements into Gainsight solutions.
Configure and maintain Gainsight features, including playbooks, CTAs, success plans, rules engine, automations, reports, dashboards, and customer health models.
Build and refine workflows that help customer-facing teams prioritize work, manage risk, drive adoption, and improve customer outcomes.
Collaborate with Customer Success, Sales, Renewals, Support, Marketing, and Operations stakeholders to identify process gaps and recommend practical improvements.
Create and maintain Gainsight reporting and dashboards that provide clear visibility into customer health, team activity, adoption, risk, opportunities, and operational performance.
Support the development and optimization of playbooks, lifecycle journeys, customer segmentation, health scores, and automated alerts.
Gather feedback from end users and continuously improve Gainsight workflows, usability, and adoption.
Troubleshoot issues, investigate data or configuration problems, and provide timely support to Gainsight users.
Document configurations, processes, business logic, and enablement materials to support ongoing administration and team adoption.
Partner with data, systems, and operations teams to ensure Gainsight is leveraging accurate, relevant, and actionable data.
Stay informed on Gainsight product capabilities and recommend new ways to improve go-to-market workflows.
Explore opportunities to leverage AI, MCP, and related technologies to improve automation, insights, user experience, and operational efficiency.
Required Qualifications
Hands-on experience administering Gainsight in a go-to-market, Customer Success, Revenue Operations, or Sales Operations environment.
Strong working knowledge of Gainsight configuration, including rules, playbooks, CTAs, reporting, dashboards, success plans, and automation workflows.
Ability to engage directly with business stakeholders, understand ambiguous requests, ask thoughtful questions, and translate needs into system-based solutions.
Strong problem-solving skills with the ability to diagnose issues, evaluate tradeoffs, and recommend practical approaches.
Experience supporting customer-facing teams such as Customer Success, Sales, Renewals, Support, or Account Management.
Comfortable working with data, reports, dashboards, segmentation logic, and operational metrics.
Strong communication skills, including the ability to explain technical concepts to non-technical users.
Detail-oriented, organized, and able to manage multiple requests, priorities, and stakeholder needs.
Experience documenting processes, configurations, and user guidance.
Preferred Qualifications
Gainsight Administrator certification or equivalent hands-on experience.
Experience with Salesforce or other CRM platforms commonly integrated with Gainsight.
Experience working in Customer Success Operations, Revenue Operations, GTM Systems, or Business Systems.
Familiarity with AI-enabled workflows, MCP, automation agents, or emerging AI capabilities in business systems.
Experience improving user adoption through training, enablement, office hours, or stakeholder support.
Understanding of customer lifecycle management, health scoring, risk management, renewals, adoption, and expansion motions.
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $95.00/hr - $105.00/hr.
