Job Description

Own and optimize the Customer Success systems and tools ecosystem to enable scalable, efficient, and data-driven customer success operations. This individual contributor role, reporting to the Global Director of Operations, serves as the business technical owner of CS platforms including Gainsight, Qualtrics, FullStory, SharePoint and other systems. The CS Systems & Tools Administrator is responsible for ensuring these platforms are configured, integrated, and maintained to support the evolving needs of the CS organization, driving automation, data quality, and user adoption across all tools.

Key Responsibilities

• Serve as the primary administrator for core CS platforms (Gainsight, Qualtrics, FullStory, SFDC, and SharePoint), managing configurations, user access, security settings, and platform upgrades to ensure reliable and optimized system performance
• Design, build, and maintain workflows, automations, and rules engines within CS platforms to streamline repetitive tasks, improve team efficiency, and enable scalable customer engagement at every stage of the lifecycle
• Develop and manage data integrations between CS platforms and adjacent systems, ensuring seamless data flow, accuracy, and consistency across the technology stack
• Partner with the Digital CSM Lead to architect and deploy automated customer touchpoints, health scoring models, and playbook triggers that enable proactive and personalized customer engagement at scale
• Collaborate with the CS team on play enablement, translating business requirements into system configurations that support targeted customer interventions and value realization workflows
• Establish and enforce data governance standards across all CS systems, including data hygiene protocols, validation rules, and regular audits to ensure data accuracy and reliability for downstream reporting
• Build and maintain reporting and dashboard infrastructure that provides actionable insights to CS leadership, enabling data-driven decision making on customer health, team performance, and operational efficiency
• Drive system adoption across the CS organization by developing training materials, conducting enablement sessions, and serving as the go-to resource for platform-related questions and troubleshooting
• Evaluate emerging tools and technologies, making recommendations for new solutions or enhancements that align with the CS organization’s strategic objectives and operational needs

Additional Information