Manage Gainsight administration and digital engagement programs, collaborating with cross-functional teams to enhance customer success strategies and experiences.
About the department
We are looking for a data-driven and strategic Gainsight Administrator / Digital Programs Project Manager to lead the optimization and automation of our Customer Success operations. In this role, you will serve as the primary owner of Gainsight, responsible for designing, implementing, and scaling digital engagement programs that drive customer retention, adoption, and satisfaction.
You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.
What you'll do:
Gainsight Administration & Strategy
Requirements:
We are looking for a data-driven and strategic Gainsight Administrator / Digital Programs Project Manager to lead the optimization and automation of our Customer Success operations. In this role, you will serve as the primary owner of Gainsight, responsible for designing, implementing, and scaling digital engagement programs that drive customer retention, adoption, and satisfaction.
You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.
What you'll do:
Gainsight Administration & Strategy
- Serve as the lead administrator and strategist for Gainsight, managing platform configuration, health scores, CTAs, playbooks, success plans, and timeline activities.
- Build and optimize automated customer journeys using Gainsight Journey Orchestrator, Rules Engine, and Programs to scale outreach and engagement.
- Design dashboards and reports for leadership and CSMs, ensuring visibility into customer health, lifecycle stages, and key KPIs.
- Maintain data integrity and collaborate with RevOps and IT to align Gainsight with Salesforce and other source systems.
Partner with CS leadership to design scalable processes and drive Digital Customer Success initiatives.
- Drive cross-functional projects focused on automating and improving digital touchpoints across the customer journey (e.g., onboarding, adoption, renewals).
- Own the roadmap for Gainsight improvements and integrations that support business outcomes.
- Facilitate requirements gathering, testing, and deployment of new Gainsight features or configurations.
- Train internal users and create documentation to ensure adoption and effectiveness of tools and processes.
Requirements:
- 6+ years of hands-on Gainsight administration experience, including configuration of Rules Engine, Journey Orchestrator, CTAs, dashboards, and health scores, data designer, and APIs.
- Strong understanding of Customer Success processes and digital engagement models (tech-touch, hybrid-touch).
- Gainsight Admin Certification.
- Experience in digital program or project management, preferably in a SaaS or customer-facing environment.
- Proficiency in Salesforce and experience managing data flows between systems.
- Highly analytical and process-oriented; experience in reporting and metrics analysis.
- Exceptional communication and stakeholder management skills.
- Bachelor's degree in Business, Information Systems, or a related field.
Top Skills
Gainsight
Salesforce
Cloudflare Boston, Massachusetts, USA Office
Boston, MA, United States
Similar Jobs at Cloudflare
Cloud • Information Technology • Security • Software • Cybersecurity
This role involves overseeing marketing engineering and growth initiatives, defining product roadmaps, and collaborating cross-functionally to drive customer impact.
Cloud • Information Technology • Security • Software • Cybersecurity
As a Senior Software Engineer, you'll design systems, build APIs, debug software, and work with databases, optimizing performance at scale.
Top Skills:
ClickhouseGitGoPostgresRust
Cloud • Information Technology • Security • Software • Cybersecurity
Data Scientist responsible for predictive analytics and building analytics platforms. Collaborate with teams to ensure data quality and insights drive business strategies.
Top Skills:
BigQueryGoogle AnalyticsPythonSparkSQLTableau
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
