Job Description

We’re building the AI-driven future of customer success, from retention to growth!

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link

About This Role:

We’re looking for a full-time IT PMO to join our G&A teamreporting to the Supervisor, IT PMO This role is a remote role based in The United States.

In this role, you’ll play a key role in driving business process efficiency and scalable integrations by designing end-to-end workflows and implementing automations using Workato. This is a great opportunity for someone who thrives in a fast-paced, collaborative, and dynamic environment and enjoys working cross-functionally with teams like IT, product development, Operations, Finance, and HR. The ideal candidate brings strong skills in business process modeling, Workato solution architecture, and integration design.

What You'll Do:

Key Responsibilities:

• Business & Process Analysis

  • Collaborate with stakeholders to understand business objectives, pain points, and requirements.

  • Document current-state processes and systems and design future-state workflows.

  • Facilitate workshops, interviews, and requirements-gathering sessions.
    

• Process Modeling & Design

  • Create clear, standardized process models using tools such as Lucidchart, Visio, or similar.

  • Define end-to-end process flows, decision points, SLAs, and exception scenarios.

  • Align process designs with organizational policies, data standards, and compliance requirements.
    

• Workato Solution Architecture & Implementation

  • Design scalable integration and automation architectures using Workato, including data flows between key applications (e.g., CRM, ERP, support, and internal tools).

  • Translate process designs and requirements into Workato recipes, connections, and workflows.

  • Establish and enforce integration best practices for naming standards, error handling, logging, and monitoring.

  • Partner with Workato admins/developers to build, test, and deploy recipes and connectors.
    

• Requirements, Documentation & Governance

  • Write clear functional requirements, user stories, and acceptance criteria.

  • Maintain documentation for process maps, integration designs, data mappings, and configuration.

  • Contribute to integration and automation governance, including change control, security, and access standards.
    

• Optimization, Testing & Support

  • Analyze performance of existing processes and Workato automations to identify areas for optimization.

  • Perform UAT coordination, test case definition, and issue tracking for new or changed automations.

  • Provide tier-2 support for Workato-related issues and collaborate with technical teams on resolution.
    

• Stakeholder Management & Communication

  • Communicate complex technical and process concepts in a clear, business-friendly way.

  • Influence prioritization of automation initiatives based on ROI, impact, and feasibility.

  • Provide training and enablement to business users on new processes andautomations where needed.
    

This role may require occasional travel (up to 20%) for team meetings, training, or company events.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For:

• Process efficiency: Reduce manual effort and process cycle times by 30–50% through automation within the first 12 months

• Integration quality: Maintain Workato integration uptime of 99%+ and resolve 90% of incidents within SLA

• Stakeholder satisfaction: Achieve 80%+ satisfaction scores from business stakeholders on new or improved processes (measured via post-project surveys)

• Documentation quality: Ensure 100% of production integrations have up-to-date process maps, technical documentation, and runbooks

• Adoption: Drive 75% adoption rate of automated workflows by target business teams within 90 days of deployment

• 2+ years of hands-on experience with Workato and a Bachelor’s degree in Business, Information Systems, Computer Science, or related field (or equivalent combination of education and experience), required.

• Direct experience implementing and maintaining Workato recipes in a production environment.

• Experience in SaaS.

• Familiarity with key business applications relevant to our stack (e.g., Salesforce, NetSuite, SAP Concur, Zendesk, Jira, Workday, etc.).

• Solid understanding of APIs, webhooks, data transformations, authentication, and error handling.

• Ability to work in a fast-paced, collaborative, and dynamic environment.
  

Nice-to-have skills:

• Certifications in Business Analysis (IIBA), BPM, or Workato

• Change management experience (Prosci ADKAR, CCMP, or similar)

• Experience training business users on designing and building Workato recipes

• Proficiency with project management tools (e.g., Smartsheet, Lucidchart or equivalent).
  

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $105,000 – $115,000 USD annually Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core ValuesWe are guided by our values and our mission to be living proof you can win in business while beingHuman-First Learn morehere

Our Growth OpportunitiesFrom mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos No explanation needed. Just watch themhere!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.