Description
At Braze, we're a customer engagement platform that helps brands deliver great customer experiences.
Job Summary: We're seeking a Customer Success Platform Administrator to join our Business Systems team, which builds and operates internal platforms that power Braze's Customer Experience (CX) organization.
Responsibilities:
- Administer and maintain Gainsight, serving as the hands-on technical administrator for the platform
- Configure and solution design, building, and maintaining C360/R360 layouts, Scorecards, and health models
- Automate workflows, building and maintaining Rules Engine jobs and Journey Orchestrator programs
- Configure and maintain AI features, setting up and tuning Gainsight's AI capabilities
- Report and visualize, developing and maintaining dashboards and reports for leadership, managers, and end users
- Manage data and integrations, ingesting, transforming, and merging data for reporting and automations
- Support security and compliance, partnering with IT, Security, and GRC on access controls and security reviews
- Deliver net-new build, contributing hands-on to the Gainsight roadmap
- Partner cross-functionally, working with the CX Business Systems Analyst and Technical Project Manager team
- Run and support, managing ongoing support and hypercare, monitoring system performance, and evaluating new platform releases
Requirements:
- 3+ years in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations
- Deep, hands-on expertise across Gainsight, including Rules Engine, Data Designer, C360/R360, Scorecards, and health scoring
- Solid understanding of Salesforce data models and the Gainsight and Salesforce integration
- Proven ability to translate shaped requirements into scalable, well-documented system configuration
- Strong analytical and problem-solving skills, with a track record of data-quality and governance discipline
- Clear communication skills, with strong written and verbal English language skills
Nice to Have:
- Gainsight NXT Administrator certification (Level 2 or 3)
- Experience setting up and managing Staircase AI integrations
- Experience with Snowflake and SQL
- Familiarity with Gainsight AI capabilities, such as Copilot
What We Offer:
- Competitive compensation, including equity grants of restricted stock (RSUs)
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services, including fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend