Gainsight Admin

Spring Health’s Customer Success team relies on Gainsight as the nervous system that drives proactive engagement, retention, and expansion. We need a self starter who pairs technical mastery with strategic vision to ensure the platform – and the processes that surround it – power our next stage of growth. You will own Gainsight end‑to‑end, translate business goals into data‑driven playbooks, and deliver measurable impact across the customer lifecycle.

As a Gainsight Strategist & Admin, you’ll be responsible for leading the planning, implementation, configuration, optimization, and ongoing management of Gainsight within Spring Health. Your mission is to ensure Gainsight is effectively leveraged to enhance Customer Success operations, drive retention, and support business growth.

You will:

• Own and continuously optimize the Gainsight instance, including configuration, integrations (Salesforce, Zendesk, Gong, data warehouse), and performance. 
• Partner with Customer Success, Product, Marketing, and RevOps to translate business objectives into automated workflows, health scores, dashboards, and customer‑lifecycle playbooks. 
• Design and launch programs that drive customer advocacy and lifecycle marketing, ensuring every customer touch is timely, personalized, and value‑driven. 
• Lead Gainsight projects from discovery through deployment: develop project plans, secure stakeholder alignment, manage testing, create documentation, and deliver training. 
• Uphold data integrity, access controls, and governance standards across Gainsight and connected systems. 
• Serve as the internal evangelist and change agent for Gainsight best practices; deliver enablement sessions that accelerate adoption and streamline CS operations. 
• Maintain and communicate a quarterly Gainsight roadmap aligned to company priorities, user feedback, and performance insights.

• Drive Business Impact: Gainsight is consistently used to drive measurable improvements in customer retention, expansion, and satisfaction.
• Reduce Time Spent on Admin: Help to create a system that allows our team to maximize their time spent on customer-facing activities
• End-User Adoption and Value Realization: End users are well-trained, actively engaged, and gaining measurable value from Gainsight functionality in their day-to-day work.
• Act as a Subject Matter Expert: Cross-functional teams view you as a subject matter expert, trusted partner, and problem-solver for Gainsight needs.
• Effective Process Translation: Business processes are clearly defined, mapped, and translated into Gainsight configurations that support strategic objectives and playbooks. 
• Strong Project Management: Initiatives are executed through well-managed project plans, on-time feature rollouts, clear communication, stakeholder alignment, and effective change management.
• Strategic Roadmap Ownership: You maintain a clear quarterly Gainsight roadmap aligned with business priorities and proactively drive system enhancements based on user feedback, company objectives, and performance insights.
• Proactive Improvements: You consistently identify and implement process and tool enhancements backed by data and stakeholder collaboration.

Key Performance Indicators Include:

• Gainsight weekly active‑user rate reaches 90 % of CS seats within six months of hire.
• 100 % of active customer accounts display a live health score within four months.
• 30 % reduction in CSM time spent on manual admin tasks by the end of Q1 2026.
• Quarterly Gainsight roadmap is published on time with 90 % of planned enhancements delivered each quarter.
• End‑user satisfaction with Gainsight (internal survey) scores 4.5 / 5 or higher by the second survey cycle

Required Qualifications:

• Level 3 Gainsight Admin Certification strongly preferred 
• SFDC Admin Certification strongly preferred
• 2+ years of hands-on Gainsight administration experience, including Playbooks, Programs, Rules Engine, and integrations.
• 1+ year of Salesforce configuration and administration experience
• Proven ability to manage cross-functional projects with competing deadlines.
• Strong understanding of customer success processes, lifecycle stages, and risk mitigation strategies.
• Excellent communication, stakeholder management, and problem-solving skills.
• Comfort working with logic-based systems (e.g., IFs, ANDs, ORs) and understanding of object-oriented concepts.
• Proficiency in tools such as Salesforce, Gong, Jira, Zendesk, Smartsheet, and project management platforms.

Preferred Attributes:

• Bachelor's degree (BA/BS required).
• Project management certification (PMP, Scrum, or equivalent) is a plus.
• Prior experience in Customer Success, Sales Operations, or Business Operations roles.
• Familiarity with data analysis, dashboard creation, and reporting best practices.
• Strong organizational skills and high ownership mindset.
• Able to thrive in a fast-paced, evolving environment with shifting priorities.
• Customer-centric with a passion for leveraging technology to enhance user experience.

The target base salary range for this position is $86,000 - $106,250, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.