Customer Engagement Platforms Manager

3+ years of experience in Customer Success Operations, Marketing Operations, or Engagement Platforms. Hands-on experience administering Gainsight or a similar customer engagement platform. Ability to own systems independently — from configuration to optimization. Experience designing and executing engagement campaigns across the customer lifecycle. Strong data fluency and comfort working with dashboards, segmentation, and analytics. Ability to collaborate cross-functionally and translate strategy into execution. Gainsight Administrator certification (preferred). Experience working in healthcare and/or education (preferred). Familiarity with Salesforce or other CRM platforms (preferred). Experience with customer journey mapping and lifecycle design (preferred). Prior experience mentoring teammates or leading projects (preferred).

Own implementation, configuration, and optimization of Gainsight. Design and maintain data models, integrations, health scoring, and lifecycle frameworks. Partner with CS, services, sales, and Technology teams for data accuracy and system scalability. Build dashboards and reporting for actionable insights. Establish documentation, best practices, and governance for platform usage. Identify priorities and needs for improving customer journey efficiency and effectiveness. Design, build, and implement processes and workflows in Gainsight. Manage data architecture of Gainsight and connected systems with a focus on data governance. Serve as subject matter expert for customer operations processes and systems. Lead end user education and enablement activities. Implement and manage a cyclical feedback process for improvements. Design and manage customer engagement programs (in-app journeys, email campaigns, workflows). Partner with Customer Success, Marketing, and Support on content and messaging strategies. Build segmentation strategies for targeted communications. Measure engagement performance and optimize via testing and analytics. Serve as the center of excellence for engagement programs and customer journey orchestration. Act as the internal expert and strategic partner for engagement platforms. Train and enable CS and Operations teams on Gainsight usage. Help define future team structure, hiring needs, and workflows. Influence roadmap prioritization based on customer data and business goals.