Customer Success Representative

About the role

We are looking for a Customer Success Representative to join our Customer Success Operations team. The role is fully remote and focuses on administering Gainsight to drive operational efficiency and data‑driven customer success at scale.

Key responsibilities

• Design, implement and optimise Gainsight solutions such as Journey Orchestrator, Scorecards, CTAs, Playbooks, Rules Engine, Dashboards and Data Designer.
• Translate business needs into scalable Gainsight configurations, workflows, reporting and automation.
• Configure and maintain Gainsight AI capabilities, including AI‑assisted summaries and recommendations.
• Maintain governance standards for naming, documentation, validation and change control.
• Optimise customer‑success workflows, health‑score processes and renewal touchpoints.
• Create and maintain dashboards and reports that provide actionable insight into customer health and risk.
• Collaborate with Sales, Product, Data and CRM teams to ensure seamless integration with Salesforce, Snowflake and related systems.
• Prioritise backlog items, evaluate enhancements and manage change impacts across the organisation.

Required profile

• Proven experience configuring and administering Gainsight in a customer‑success environment.
• Strong analytical and problem‑solving abilities.
• Ability to work collaboratively with cross‑functional teams and advise stakeholders on best practices.
• Attention to detail and commitment to maintaining high data‑quality standards.

Required skills

• Gainsight (Journey Orchestrator, Scorecards, CTAs, Playbooks, Rules Engine, Data Designer)
• Salesforce integration
• Snowflake data platform
• AI‑enabled Gainsight features
• Dashboard and reporting tools
• Data modelling and transformation