Owns Gainsight CS administration and operations in a SaaS environment. Configures workflows, health scores, CTAs, playbooks, Success Plans, reports, dashboards, automation, Rules Engine logic, and Journey Orchestrator programs. Partners with Customer Success and system owners to translate lifecycle strategies into scalable configurations and integrations. Supports Gainsight PX and Skilljar, establishes governance and documentation, trains users, and improves operational efficiency.
Lone Wolf Technologies is transforming how we deliver Customer Success across a large and diverse customer base. As part of that transformation, we are implementing Gainsight CS, PX, and Skilljar to strengthen customer health management, digital engagement, adoption, and retention.
We are seeking an experienced Gainsight Administration / Operations expert to serve as the technical owner of the platform who will build the operational foundation for our future-state Customer Success model.
Reporting to the Vice President of Customer Success, this is a hands-on role for someone who has previously built, configured, and managed Gainsight in a complex SaaS environment. The ideal candidate brings deep technical expertise in Gainsight CS, strong Journey Orchestrator experience, and the ability to translate business requirements into scalable workflows, automation, reporting, and customer journeys.
ESSENTIAL RESPONSIBILITIES & DUTIES:
- Serve as the primary administrator and technical owner of Gainsight CS.
- Configure and maintain Gainsight objects, fields, layouts, permissions, health scores, CTAs, playbooks, Success Plans, reports, dashboards, and automation.
- Build and manage Journey Orchestrator programs, including audience criteria, branching logic, triggers, and automated communications.
- Partner with Customer Success leadership to translate customer journey and lifecycle strategies into scalable Gainsight workflows.
- Build and maintain Rules Engine configurations, data transformations, reporting logic, and automated customer health and risk signals.
- Partner with other system owners to integrate and operationalize customer data within Gainsight.
- Support the integration and use of Gainsight PX and Skilljar as part of broader digital adoption and customer education motions.
- Establish platform governance, documentation, testing, change management, and administration standards.
- Train and enable Customer Success users while continuously improving workflows and reducing administrative friction.
REQUIREMENTS:
- 3+ years of hands-on Gainsight administration experience in a production environment.
- Demonstrated experience building a Gainsight implementation, not simply using Gainsight as an end user.
- Deep hands-on experience with Journey Orchestrator, including building multi-step automated journeys, participant logic, and triggers.
- Strong experience with Rules Engine, Customer Health / Scorecards, Playbooks, Success Plans, Reports and Dashboards
- Experience working with Salesforce and understanding CRM data models, account structures, and integrations.
- Experience translating business requirements into scalable technical configurations.
- Strong troubleshooting, analytical, and data-management skills.
- Strong understanding of Customer Success workflows such as onboarding, adoption, risk management, retention, and lifecycle engagement.
- Preferred Qualifications
- Gainsight Administrator certification or equivalent demonstrated expertise.
- Experience with Gainsight PX and Skilljar
- Experience in a multi-product SaaS environment.
- Familiarity with SaaS metrics including ARR, GRR, NRR, churn, contraction, and product adoption.
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Lead design and build of ETL pipelines and Gold Layer tables in Databricks; develop semantic layers, data dictionaries, and AI-ready documentation; create dashboards and ad-hoc analyses to surface marketing and sales KPIs; partner with stakeholders to translate requirements into analytics-ready datasets and enable self-serve BI and agentic AI workflows.
Top Skills:
ClaudeDatabricksDbtPythonSQLStreamlitTableau
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Coordinates discharge planning and telephonic case management for high-risk members. Assesses discharge needs, prevents readmissions, collaborates with providers and care teams, arranges post-hospital services, identifies community resources, supports alternate-level-of-care placement, participates in clinical rounds, and documents interventions. The role is remote for permanent Pennsylvania residents and requires acute inpatient nursing and discharge-planning experience.
Top Skills:
InterqualMcg GuidelinesExcelMicrosoft OutlookMicrosoft PowerpointMicrosoft WordSecure High-Speed Internet
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Conduct utilization management and prior authorization reviews for skilled nursing, acute inpatient rehabilitation, and long-term acute care services. Evaluate member needs, medical appropriateness, level of care, clinical guidelines, and benefit determinations. Resolve complex, non-standard cases independently, identify solutions, and explain difficult issues to others. The role requires unrestricted compact RN licensure, managed care or clinical experience, and prior utilization management experience.
Top Skills:
Care AdvanceCernerEpicMeditechMilliman CriteriaExcelMs OutlookMs WordTmc
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
