Senior Specialist, IT Business Systems, Customer Success

Ready to be a Titan?

We are seeking a highly skilled and experienced Gainsight Administrator to join our Corporate Engineering team and help shape the future of our customer success systems. The ideal candidate will be the technical expert driving Gainsight strategy, leading cross-functional initiatives, and building scalable solutions that improve customer experiences across the entire lifecycle, from onboarding to renewal. This role requires a deep technical understanding of the Gainsight platform from a strong collaborator who can confidently drive technical solutions and best practices in a dynamic environment where they will be challenged to defend their recommendations while working with strong, opinionated stakeholders.

What You'll Do:

• Architect and implement end-to-end solutions within the Gainsight platform to support the entire customer lifecycle, including onboarding, adoption, retention, and renewal.

• Serve as the primary systems administrator and subject matter expert for Gainsight and its connected applications, ensuring optimal performance, user adoption, and alignment with business objectives.

• Lead technical projects from conception to delivery, including solution design, technical specification, and implementation, while adhering to a rigorous Software Development Lifecycle (SDLC), documentation standards, and processes.

• Design, build, and maintain robust, scalable integrations between Gainsight and other critical business systems such as Salesforce, Snowflake, Staircase and Zendesk.

• Develop and implement complex automated workflows, rules, and processes within Gainsight to streamline Customer Success activities and improve operational efficiency.

• Partner with senior leadership and cross-functional teams to define and execute the post-sales systems strategy and roadmap.

• Ensure data integrity and quality across Gainsight and connected platforms to provide actionable customer insights.

• Proactively identify opportunities to optimize the Gainsight environment through automation, enhanced security, and improved user experience.

• Develop and maintain comprehensive technical documentation for all system configurations, integrations, and processes.

• Preferred: Leverage AI-powered solutions to enhance customer interactions, predictive analytics for proactive customer outreach, and sentiment analysis for improved customer understanding.

What You'll Need:

• BS/BA degree or equivalent practical experience.

• 5+ years of hands-on administration and deep technical expertise with Customer Success platforms(Gainsight).

• 3+ years of experience leading technical projects in a fast-paced environment.

• Expert-level knowledge of Gainsight configuration and customization, including Rules Engine, Journey Orchestrator, Relationships, Scorecards, and Reporting.

• Proven experience creating complex workflows, reports, and dashboards to drive business outcomes.

• Solid understanding of the software development lifecycle (SDLC) and data management best practices.

• Demonstrated ability to independently lead technical projects, from initial design to successful implementation.

• A strong background in customer lifecycle management and a clear understanding of Customer Success methodologies and the needs of CSMs as primary stakeholders. 

• Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences and promote best practices in a collaborative setting.

• Experience with customer engagement and automation tools (e.g., Salesloft, Matik) is a plus.

• Required Certifications: Gainsight NXT Administrator Level 1 (Level 2 + 3 preferred).

• Preferred Certifications: Salesforce Administrator

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $113,100 USD - $151,300 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.