Position Overview

We are seeking a highly motivated Gainsight Administratorto own and evolve our Customer Success technology ecosystem. This individual will report directly to the CIO and serve as the primary business systems partner to Customer Success.

This role combines Gainsight administration, Salesforce expertise, and cross-functional project leadership. The successful candidate will be responsible for the administration, optimization, and governance of Gainsight while helping align Salesforce, customer success processes, and executive reporting.

This is not simply an administrator role. We are looking for a technology leader who can partner with business stakeholders, translate operational needs into scalable solutions, drive adoption, and lead projects at CallMiner.

Key Responsibilities

Gainsight Platform Ownership

Serve as the primary administrator and subject matter expert for Gainsight
Own platform configuration, governance, enhancement planning, and roadmap development in concert with Salesforce Admins
Configure and maintain:
- Customer 360
- Health Scores
- Success Plans
- CTAs
- Rules Engine
- Journey Orchestrator
- Surveys
- Timeline
- Reporting and Dashboards
Lead continued evolution of CallMiner's customer health and risk management framework
Drive AI-enabled customer success capabilities including AI Follow-Up and future automation initiatives

Salesforce & Customer Success Operations

Partner with Salesforce Admins to ensure alignment between Salesforce and Gainsight
Serve as a backup Salesforce administrator focused on Customer Success business processes
Manage integrations, data synchronization, and customer lifecycle workflows
Improve account ownership, customer segmentation, renewal tracking, expansion visibility, and customer health management
Support initiatives focused on retention, adoption, renewals, and customer outcomes

Project Leadership

Lead strategic initiatives involving Gainsight, Salesforce, and other business systems
Manage projects from requirements gathering through deployment and adoption
Facilitate stakeholder workshops and business process design sessions
Coordinate internal teams, vendors, and implementation partners
Create project plans, milestones and communications
Ensure successful testing, deployment, and user adoption of new functionality

Data & Analytics

Develop executive dashboards and operational reporting
Deliver visibility into:
- Customer Health
- Product Adoption
- Renewal Risk
- Expansion Opportunities
- Customer Engagement
- Churn Indicators
Improve consistency of customer reporting across Gainsight, Salesforce, and other business systems

Process Improvement & Automation

Identify opportunities to automate manual customer success processes
Drive efficiency improvements across onboarding, adoption, renewal, and expansion workflows
Support the ongoing transformation of Customer Success processes through technology and automation
Evaluate and implement new capabilities that improve customer outcomes and operational efficiency

User Enablement & Governance

Create and maintain platform documentation, standards, and governance processes
Assist in the creation of user training and enablement programs
Serve as escalation point for platform questions and support needs
Promote best practices throughout Customer Success teams

Requirements

Required Qualifications

Bachelor's degree or equivalent practical experience
3+ years of Gainsight Administration experience
5+ years of Salesforce Administration experience
Experience leading enterprise software implementation or optimization projects
Strong understanding of Customer Success and Revenue Operations processes
Experience with customer health scoring, lifecycle management, CTAs, and success planning
Strong business analysis and process improvement skills
Excellent communication and stakeholder management abilities
Ability to work effectively with both technical and non-technical audiences

Preferred Qualifications

Gainsight NXT Certification
Salesforce Administrator Certification
Salesforce Advanced Administrator Certification
Experience in a SaaS or subscription-based business
Experience with customer journey orchestration and customer lifecycle analytics
Familiarity with Power BI, Snowflake or equivalent analytics platforms
Project Management experience
Experience leading Customer Success technology transformations

Benefits

About CallMiner

Does the possibility of using artificial intelligence to improve human connection excite you? We agree! CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action

CallMiner's core set of values - from teamwork and ownership to success and joy - serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood. Our strong commitment to a positive workplace has earned us the recognition of a 2021 & 2022, 2024 and 2025 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.

CallMiner

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