Job Description Summary

This position is responsible for the technical administration, configuration, and optimization of the Customer Success technology ecosystem. The CS Platforms Administrator ensures platform reliability, data integrity, and seamless integration across critical systems including Gainsight, ServiceNow, Salesforce (SFDC), Tableau, Smartsheet, Fusion, and related tools that support Customer Success operations globally.
The role serves as the primary technical owner of CS platforms, driving automation, workflow optimization, and scalable system solutions that enable Customer Success, Functional Advisory, and broader Services organization to deliver measurable customer outcomes. This role operates with a high degree of day-to-day autonomy in platform decisions, while aligning with established organizational policies and periodic review of outcomes.

Job Description

This is a remote position. The CS Platforms Administrator operates within the CS Operations function, providing dedicated technical expertise to maintain and enhance the platforms that power Customer Success engagement, reporting, and lifecycle management.

In this role you will:

• Own the day-to-day administration, configuration, and maintenance of CS platforms (from a business ownership perspective) including Gainsight, ServiceNow, Salesforce, Tableau, Smartsheet, and Fusion, ensuring system availability, performance, and data integrity.
• Design, build, and maintain automated workflows, rules engines, and integration pipelines that streamline CS operations and reduce manual effort across the organization.
• Manage user provisioning, role-based access controls, permissions, and security configurations across all CS platforms in compliance with organizational policies.
• Develop and maintain dashboards, reports, and data visualizations in Tableau and native platform tools that provide actionable insights for CS leadership, Functional Advisory teams, and cross-functional stakeholders.
• Serve as the technical point of contact for platform-related issues, troubleshooting system errors, data discrepancies, and integration failures with urgency and minimal disruption to operations.
• Implement and manage integrations between CS platforms and adjacent systems, ensuring data flows accurately and consistently across the technology ecosystem.
• Partner with CS Operations, Functional Advisory, and Customer Success leadership to translate business requirements into scalable platform configurations, custom objects, and workflow solutions.
• Execute data hygiene initiatives including deduplication, field standardization, migration support, and audit processes to maintain high-quality data across platforms.
• Support the adoption and enablement of platform capabilities by developing user guides, conducting training sessions, and providing ongoing technical support to end users.
• Collaborate cross-functionally with IT, Digital Business Operations, and third-party vendors to manage platform upgrades, patches, and new feature deployments.

Required Qualifications:

• Bachelor's degree from an accredited university or equivalent work experience.
• 3-5 years of experience administering, configuring, or supporting enterprise business application platforms (e.g., CRM, ITSM, Customer Success, or ERP systems).

Preferred Qualifications:

• Hands-on experience with platform configuration (e.g., custom fields, page layouts, role hierarchies), workflow automation (e.g., triggered rules, approval flows), and data management tasks (e.g., imports, deduplication, field mapping).

• Experience building reports and dashboards using BI tools (e.g., Tableau, Power BI) or native platform reporting and analytics capabilities.

• Salesforce Administrator certification or Gainsight Administrator certification.

• Deep familiarity with platform architecture, data models, and integration patterns within CRM, Customer Success, or ITSM systems (e.g., Salesforce, Gainsight, ServiceNow), beyond day-to-day administration.

• Experience designing automated workflows and rule-based processes using platform-native tools, APIs, or middleware (e.g., MuleSoft, Workato, Boomi).
• Strong data management skills including modeling, cleansing, migration, and governance across multi-platform environments.
• Knowledge of REST APIs, SQL, or scripting languages for data manipulation and system integration.
• Disciplined change management practices including documentation, testing, and staged rollouts.
• Experience in a SaaS or subscription-based business environment.
• Familiarity with Lean methodology and continuous improvement frameworks.
• Experience supporting Customer Success, Professional Services, or post-implementation operations teams.

Additional Information