• Own day-to-day administration and long-term architecture of Gainsight CS, including objects, rules, playbooks, CTAs, health scores, and dashboards • Design, maintain, and evolve customer health scoring models using product usage, engagement, financial, and sentiment data • Build and optimize automated workflows to support proactive customer engagement, renewals, risk mitigation, and expansion • Partner with Customer Success leadership to translate customer strategy into scalable Gainsight processes • Support additional Customer Success and Revenue Operations tools as needed • Assist with Salesforce administrative tasks including: page layouts, fields, validation rules, and basic flows; data imports/updates (Data Loader, Data Import Wizard) • Ensure clean data flows, integrations, and consistent reporting across systems • Support system enhancements, new feature rollouts, and process changes from requirements through deployment and QA • Identify inefficiencies in tools or workflows and recommend solutions that improve team productivity and customer outcomes • Build dashboards and partner with Business Engineering to deliver reporting that monitors key KPIs such as customer health, retention, churn risk, adoption, and engagement • Translate complex data into clear, actionable insights for CS leadership and cross-functional stakeholders • Support ad-hoc analysis related to customer experience, lifecycle performance, and operational effectiveness • Partner with Enablement to train and support end users (CSMs, Account Managers, and leadership) on Gainsight functionality and best practices • Support RevOps in maintaining CRM hygiene and data integrity • Create and maintain system documentation, governance standards, and data hygiene practices • Stay current on Gainsight releases, industry best practices, and emerging tools (including AI-driven capabilities) to ensure AYTM is maximizing platform value