Lead Application Engineer

Responsibilities

• Gainsight Platform Administration - Serve as the primary administrator for the Gainsight platform
• Configure and maintain customer health scores, rules engines, and automated workflows
• Manage Gainsight objects, data models, and integrations
• Ensure data accuracy and integrity between Gainsight and CRM systems (e. g. , Salesforce)
• Customer Success Operations Support - Build and maintain customer lifecycle journeys
• Create and manage CTAs (Calls to Action) and automated triggers for Customer Success Managers
• Support renewal tracking and expansion opportunity identification
• Maintain playbooks and success workflows
• Reporting & Analytics - Develop dashboards and reports to track customer health
• Reporting & Analytics - Develop dashboards and reports to track renewal pipeline
• Reporting & Analytics - Develop dashboards and reports to track customer adoption
• Reporting & Analytics - Develop dashboards and reports to track expansion opportunities
• Provide insights to leadership on customer engagement and retention trends
• System Integration & Data Management - Manage data integrations between Gainsight, CRM, billing systems, and product usage data
• Ensure customer data is properly structured for health scoring and segmentation
• Monitor data syncs and troubleshoot issues
• Process Optimization - Continuously improve customer success processes through automation
• Identify opportunities to streamline renewals, onboarding, and adoption tracking
• Partner with Sales Operations to ensure alignment between CRM and Gainsight workflows
• User Enablement - Train Customer Success Managers and Renewals teams on effective Gainsight usage
• Create documentation and best practices
• Provide ongoing support to internal users