[Remote] Gainsight Administrator

Note: The job is a remote job and is open to candidates in USA. Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization. The Gainsight Administrator will own the Gainsight platform, architect health scoring, and design playbooks to drive proactive customer engagement, partnering with various teams to ensure accurate customer health metrics as the company scales.

Responsibilities

• Own and build the Customer Health Score from the ground up: define the measures, scoring methodology, and weighting that reflect real risk and opportunity, and keep them accurate as the business evolves
• Design and maintain the Customer 360 (C360) so CSMs, Renewal Managers, and leadership get a single, trustworthy view of every account at a glance
• Build and own Gainsight playbooks and CTAs that turn customer signals into clear, repeatable actions for the CX team, then refine them based on what actually moves outcomes
• Own account assignments and territories for CSMs, keeping coverage aligned and current in Gainsight as the customer base and team grow
• Configure, deploy, and administer the broader Gainsight platform, including dashboards, reports, end-to-end workflows, and system integrations
• Build and maintain reporting and dashboards in Salesforce that give CS and leadership clear, real-time visibility into customer health and team performance
• Partner with cross functional stakeholders to gather requirements that touch Gainsight and the CRM, and configure the system to meet those needs
• Identify the key metrics, data sources, and feed frequency that feed health scoring and reporting, and work with internal teams to keep that data clean and current
• Manage day-to-day platform support: field questions and ad-hoc requests, monitor system performance and data integrity, and surface recommendations for improvement
• Create enablement documentation and train the CX team on new processes, tools, and Gainsight functionality as it rolls out
• Spot opportunities to improve existing tools and processes, prioritizing efficiency across the post-sale organization

Skills

• 3–5 years of hands-on Gainsight administration experience
• Demonstrated ownership of health scoring, C360 configuration, and playbooks/CTAs in Gainsight (Rules Engine, scorecards, Cockpit, Journey Orchestrator)
• Strong grasp of CS Ops fundamentals and how customer data drives proactive engagement
• Comfort gathering ambiguous business requirements and translating them into scalable configuration
• Clear communicator who can work across personality types, learning styles, and functions
• High degree of ownership and a systems mindset for breaking down complex operational problems
• Gainsight Administrator certification
• Salesforce integration experience and familiarity with how Gainsight and the CRM share data
• 2–3 years supporting Customer Success and Renewals teams in Salesforce.com across reporting, renewal forecasting, and dashboards
• Background in CS Ops, revenue tech, or CRM administration
• Direct experience with data and analysis activities

Benefits

• Competitive salaries
• A meaningful bonus program
• Excellent benefits, including healthcare insurance
• Pension/retirement matching
• Comprehensive life insurance
• An employee assistance program
• Time off plans
• Paid company holidays

Company Overview

Company H1B Sponsorship