Senior Customer Success Operations Analyst (Gainsight Admin)

Product Manager of Gainsight — Lead the way to the ideal, effective Gainsight deployment of the future resulting in successful customers.

• Solution design — Build, test, & deploy system configurations (customer journeys, health scores, calls to action, etc.) within sprint processes. At least 50% of time will be dedicated to hands-on system admin work

• Solution design — Collaborate with cross-functional end users to gather business requirements that impact Gainsight, and configure the system to meet those needs (partnering with other operations teams as needed)

• Business processes — Work with Customer Success leaders to define the Gainsight deployment strategy

• Business processes — Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends

• Architectural design — As a Gainsight subject matter expert, provide Gainsight expertise related to application architecture, data quality, and enhancement requests 

• Architectural design — Analyze current system architecture and make recommendations for design improvement

• Change management — Manage the rollout of processes, including thoughtful timing

• Solution design — Configure and administer Gainsight to support the needs identified by our organization

• Upkeep — Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

• Upkeep — Manage mapping and documentation of customer success processes

• Enablement — Collaborate with Customer Success enablement to develop training and enablement to drive efficiency

• Leadership — Leads cross-functional team initiatives and provides oversight to Customer Success

• Extensive experience supporting Customer Success

• Level 3 Gainsight certified, preferred 

• Self-sufficient, ability to handle ambiguity and multiple stakeholders

• Ability to intake requests, design, define requirements, build, and train CSMs

• Strong operational experience with leading CS or Sales operations teams focused on post-sale initiatives

• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

• Articulate to transfer technical to business

• Gainsight evangelist: knows the product so well and are able to espouse the virtues and values of it within GitLab

• Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success 

• Progressive experience in program management and/or operations

• Excellent problem solving, project management, interpersonal and organizational skills

• Interest in GitLab, and open source software
• You share our values and work in accordance with those values