Gainsight CS Operations Analyst

Job description

About this role

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.

Responsibilities

• - 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.

Qualifications and 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.