Senior Gainsight Strategy & Operations Analyst

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Senior Gainsight Strategy & Operations Analyst to join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
The Senior Gainsight Strategy & Operations Analyst will serve as the enterprise lead for Gainsight strategy, administration, and optimization. This role will design, implement, and manage Gainsight functionality to support scalable and data-driven Customer Success (CS) and Managed Services (MS) operations. This role blends platform administration with operational strategy, cross-functional alignment, and business impact measurement.
Duties and Responsibilities
System Ownership & Administration

• Own day-to-day administration of Gainsight, including configuration, rule building, health score modeling, journey orchestration, and custom object creation.
• Develop and maintain integrations between Gainsight, Salesforce, and other internal systems in partnership with Business Systems and Product Management.
• Ensure data quality and integrity across Gainsight objects and data sources.

Strategic Enablement & Design

• Collaborate with CX leaders to translate customer lifecycle strategies into scalable workflows and automation within Gainsight.
• Design and evolve key CS programs (e.g., onboarding, renewals, risk mitigation, advocacy) through Gainsight's Journey Orchestrator and Playbooks.
• Define and implement best practices for Gainsight adoption, including stakeholder training and user enablement.

Insights, Reporting & Governance

• Build and maintain dashboards and reports to deliver insights into customer health, engagement, and retention.
• Partner with Customer Success, Product, and Business Intelligence teams to define KPIs and develop cross-functional visibility into CS outcomes.
• Drive continuous process improvements based on operational metrics and user feedback.

Project Leadership & Change Management

• Manage or co-lead major projects to evolve Gainsight architecture, such as CS process redesigns or data model expansions.
• Ensure successful change management through documentation, training, and communication planning.
• Other duties as assigned and required.

Required Qualifications

• 5+ years of experience in Gainsight administration with a proven track record of building strategic programs and workflows.
• 7+ years in Customer Success Operations, Business Operations, or a similar function, preferably in a B2B SaaS or enterprise software environment.
• Expert-level knowledge of Gainsight capabilities, including Rules Engine, Journey Orchestrator, Data Designer, and integrations.
• Sound knowledge of Salesforce data structures and relational systems.
• Exceptional problem-solving, communication, and cross-functional partnership skills.
• Experience managing stakeholder relationships and driving strategic CX initiatives.

Desired Qualifications

• Gainsight Admin Certification (NXT Level 3 preferred).
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Knowledge of customer segmentation, NPS, and Voice of Customer programs.
• Exposure to CS tech stack integrations.

This position offers a total compensation range of $127,000.00 to $137,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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