Senior Customer Systems Administrator (Gainsight)

What makes Employ unique is that we offer three distinct ATS platforms—JazzHR, Lever, and Jobvite to serve businesses at every stage of growth. We’re also building AI Companion tools to support recruiters throughout the hiring journey, with a focus on screening, interviewing, and sourcing.

We’re deeply committed to data security and compliance, partnering with IBM watsonx.governance to ensure end-to-end, always-on protection.

Today, more than 23,000 companies, including e.l.f. Beauty, Shutterfly, Pure Barre, and Spotify, trust Employ to help them hire smarter, faster, and more efficiently. 

About the Role:

We are seeking a Senior Customer Systems Administrator (Gainsight) to lead the strategy, configuration, and day-to-day management of our Gainsight CS instance. This role will work closely with cross-functional teams including Customer Success, Sales, Product, and IT to optimize customer lifecycle management, health scoring, journey mapping, and data-driven decision-making. You will be the go-to Gainsight expert who ensures the platform supports our growth and evolving CX strategy.

This position is U.S.-based and partners closely with teammates in the EST time zone.

What you’ll do:

• Own the overall administration and architecture of Gainsight CS including objects, rules, playbooks, health scores, and reports/dashboards.
• Demonstrated understanding of how Gainsight CS interacts with other Gainsight modules (e.g., PX, CE, and Customer Community) to ensure cohesive and scalable customer success operations.
• Collaborate with Customer Success leadership to translate business goals into scalable Gainsight processes.
• Maintain and continuously improve the customer health score framework using inputs from product usage, support, sentiment, and other key metrics.
• Design and implement automated workflows, calls to action (CTAs), and playbooks to drive proactive customer engagement.
• Partner with RevOps, Sales Ops, and BI teams to integrate Gainsight with Salesforce and other key tools.
• Support Gainsight-related projects across sprint cycles—ensuring clear communication with stakeholders, delivering timely updates, and performing thorough QA testing prior to deploying changes to production.
• Lead quarterly reviews of Gainsight effectiveness and make recommendations for enhancement based on performance data and feedback.
• Train and support end users, including CSMs, Account Managers, and Executives, on Gainsight functionality and best practices.
• Develop and maintain documentation and governance processes for Gainsight configuration and data integrity.
• Stay current with Gainsight product updates and industry trends to ensure we are maximizing platform value.

What you’ll bring:

• Must have 3+ years as a Gainsight administrator with 4–6 years of experience in Customer Success
• Gainsight Administrator certification
• Strong knowledge of Salesforce CRM and its integration with Gainsight.
• Demonstrated experience designing and maintaining health score frameworks, playbooks, and automation workflows.
• Strong analytical skills, with the ability to interpret data and present actionable insights.
• Experience working in a fast-paced SaaS or technology environment.
• Exceptional communication and cross-functional collaboration skills.
• Experience with tools like Jira, Snowflake, and Tableau is a plus.

Employ is an Equal Opportunity employer.
Employ is an EVerify employer.