Gainsight Admin

Summary

Join Spring Health's Customer Success team as a Gainsight Strategist & Admin, where you will lead the planning, implementation, and optimization of Gainsight to enhance customer success operations and drive retention. You will own Gainsight end-to-end, translate business goals into data-driven playbooks, and deliver measurable impact across the customer lifecycle. Responsibilities include optimizing the Gainsight instance, partnering with cross-functional teams, designing and launching customer advocacy programs, leading Gainsight projects, upholding data integrity, and serving as an internal Gainsight evangelist. Success in this role will be measured by driving business impact, reducing admin time, ensuring end-user adoption, acting as a subject matter expert, effectively translating processes, demonstrating strong project management, and owning the strategic roadmap. The ideal candidate possesses a Level 3 Gainsight Admin Certification, SFDC Admin Certification, and relevant experience in Gainsight administration and Salesforce configuration. Spring Health offers a competitive total rewards package including stock options and benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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