Gainsight Administrator - Digital Success and Agentic Customer Experience (India Based, US EST Hours)

4+ years of Gainsight administration experience in a SaaS environment Experience implementing Gainsight to support a fully digital motion with very little human touch Experience supporting US enterprise customer success or global operations Ability to work US hours consistently Strong skills in Rule Engine, Journey Orchestrator, Scorecards, Playbooks, and data workflows Solid analytical and problem-solving capability Experience with Salesforce, SQL, Snowflake, or similar data tooling a strong plus Based in Pune with prior experience collaborating in hybrid office settings (preferred) Experience implementing or scaling digital success programs for US customers (preferred) Exposure to AI-driven or agentic automation concepts (preferred) Background supporting hybrid CS models that blend scaled and high-touch engagement (preferred)

Lead full implementation, configuration, and ongoing governance of Gainsight Own all Gainsight modules including Journey Orchestrator, Rules Engine, Data Designer, Scorecards, Playbooks, Success Plans, and Cockpit Ensure high-quality data synchronization across Salesforce, Freshdesk, Snowflake, PowerBI, and product telemetry Design and execute digital journeys for onboarding, adoption, usage resilience, and renewal readiness Build agentic, signal-driven workflows for automated actions Create scalable, repeatable templates and playbooks Build and manage operational dashboards for US leadership Simplify large data sets into actionable intelligence Collaborate with US and India teams Partner with Product, Engineering, and Data Science to integrate signals Train internal teams and establish enablement materials Establish governance, documentation, and technical standards for Gainsight Evaluate emerging Gainsight capabilities and support continuous improvement