Customer Success Systems Administrator

Gainsight & Customer Success Systems Administrator

Overview
AvePoint is seeking a highly motivated Customer Success Systems Administrator to serve as a strategic administrator and business partner for our Customer Success technology ecosystem, with a primary focus on Gainsight. This role will be responsible for optimizing customer lifecycle workflows, driving digital customer engagement, and enabling scalable customer success motions through automation, reporting, and operational excellence.
As part of the Customer Success organization, you will partner closely with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to ensure our technology investments directly drive customer adoption, retention, expansion, and operational efficiency. This role will be responsible for optimizing customer and partner lifecycle workflows, driving digital customer engagement, and enabling scalable customer success motions through automation, reporting, and operational excellence. As part of the Business Operations organization, you will partner closely with Customer Success, Technical Account Management, Customer Marketing, Channel, Renewals, Revenue Operations, Product, and Business Systems to ensure our technology investments directly drive customer adoption, retention, expansion, and operational efficiency.

What You'll Do
Customer Success Technology Administration
•    Serve as a primary administrator and subject matter expert for Gainsight.
•    Ensure platform stability, scalability, governance, and adherence to best practices.
•    Configure and optimize: 
o    Rules Engine
o    Success Plans
o    CTAs and Playbooks
o    Lifecycle Management
o    Dashboards and Reporting
o    Journey Orchestrator Programs
o    Customer Health Score Frameworks
•    Partner with Dynamics administrators and Business Systems teams to maintain data integrity and integration effectiveness across platforms.
•    Manage system enhancements, testing, documentation, and release processes.

• Manage, configure, and maintain the Gainsight PX (Product Experience) platform, including building in-app guides and banners and tracking product usage and feature adoption.
  
  Customer Health & Risk Intelligence
  •    Administer and continuously evolve customer health score methodologies.
  •    Collaborate with Customer Success leadership to define meaningful measures that predict customer retention, adoption, growth, and risk.
  •    Analyze trends and recommend improvements to scoring logic, weighting, and automation.
  •    Ensure health score frameworks align with business priorities and customer success motions.
  •    Develop reporting that helps leaders proactively identify renewal risks and growth opportunities.
  
  Customer Lifecycle Automation & Digital Success
  •    Design and optimize automated customer engagement programs using Gainsight Journey Orchestrator.
  •    Create scalable customer touchpoints that improve onboarding, product adoption, customer education, and renewal readiness.
  •    Partner with Digital Customer Success teams to operationalize automated engagement strategies.
  •    Evaluate program effectiveness and continuously improve engagement outcomes through data-driven insights.
  
  Call-to-Action (CTA) & Workflow Optimization
  •    Manage and optimize CTA strategies, workflows, and playbooks that guide customer-facing teams.
  •    Monitor adoption, completion rates, and effectiveness of operational processes.
  •    Partner with CSMs, TAMs, and leadership to reduce administrative effort and increase customer-facing productivity.
  •    Identify opportunities to automate repetitive tasks and improve operational efficiency.
  
  Analytics & Executive Insights
  •    Develop reports and dashboards that provide actionable insights into customer health, adoption, retention, and operational performance.
  •    Support quarterly business reviews, renewal planning, and leadership reporting.
  •    Leverage customer success data to identify trends, gaps, and opportunities for process improvement.
  •    Provide recommendations that improve customer outcomes and drive business impact.
  
  Strategic Initiatives & Cross-Functional Collaboration
  •    Lead Gainsight enhancement initiatives from requirements gathering through implementation and adoption.
  •    Translate business requirements into scalable technology solutions.
  •    Partner with: 
  o    Customer Success
• Customer Marketing 
• Channel Team 
  o    Technical Account Management
  o    Renewals
  o    Sales Operations
  •    Communicate project progress, risks, recommendations, and business impact to stakeholders at all levels.
  
  What You'll Bring
  Required Qualifications
  •    3+ years of hands-on Gainsight administration experience in a SaaS environment.
  •    Demonstrated expertise with: 
  o    Rules Engine
  o    Health Scores and Scorecards
  o    CTAs and Playbooks
  o    Success Plans
  o    Journey Orchestrator
  o    Reporting & Dashboards
  o    Data Management
  •    Experience supporting Customer Success, Technical Account Management, Renewals, or Customer Operations functions.
  •    Strong analytical and problem-solving skills with the ability to translate business goals into scalable system solutions.
  •    Experience managing multiple projects simultaneously in a fast-paced environment.
  •    Excellent communication and stakeholder management skills.
  Preferred Qualifications
  •    Gainsight Level 3 Certification or advanced Gainsight certifications.
  •    Experience with customer success and revenue technology platforms such as: 
  o    Microsoft Dynamics
  •    Familiarity with SaaS customer lifecycle metrics, including: 
  o    Product adoption
  o    Time-to-value
  o    Health scores
  o    Retention
  •    Experience supporting global Customer Success organizations.
  
  Success in This Role
  Within your first year, you will:
  •    Establish Gainsight as a scalable and trusted platform for Customer Success.
  •    Improve the effectiveness of customer health scoring through measurable business outcomes.
  •    Expand digital customer success programs that drive adoption and customer engagement at scale.
  •    Increase operational efficiency through automation and improved workflow design.
  •    Deliver meaningful reporting and insights that drive proactive customer management.
  •    Build strong partnerships across Customer Success and Revenue Operations.
  •    Help evolve AvePoint's Customer Success technology strategy to support long-term customer retention and growth.