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The Digital Experience Administrator is responsible for designing, building, and optimizing digital customer engagements and content that drive product adoption, retention, and satisfaction. This role combines strategic digital program execution with hands-on administration of the Gainsight PX platform to deliver personalized, data-driven experiences across the customer lifecycle. As a critical resource for our one to many digital-led strategy, you'll partner with cross-functional teams to create scalable in-app education and engagement programs that enhance user experiences and drive measurable business outcomes including customer retention and satisfaction.
Key responsibilities
· Platform Administration & Configuration
o Administer, configure, and maintain the Gainsight PX platform to optimize its usage
o Work with product management, engineering, and other stakeholders to configure Gainsight PX according to business requirements
o Customize engagement tracking, user segmentation, and other features to capture relevant product usage data
o Collaborate with stakeholders to integrate Gainsight PX with other systems, such as Gainsight CS and SalesForce, ensuring smooth data flow and synchronization
· Digital engagement execution
o Collaborate with cross-functional teams to define and implement digital engagement plans aligned with customer success goals
o Leverage customer journeys to identify key moments of truth and design interventions that drive adoption, satisfaction, and retention
o Build and launch PX in-app engagement and adoption campaigns that support retention, expansion, and advocacy
· Content development & delivery
o Design and create visually appealing and engaging digital assets including tooltips, walkthroughs, microlearning modules, and interactive guides
o Develop in-app education that is timely, relevant, and embedded directly into the user experience
o Partner with User and Customer Education teams to ensure content is accessible, engaging, and aligned with brand and learning standards
o Maintain an understanding of customer pain points such as product areas with low adoption, workflows that should be more widely adopted, and opportunities for automation
· Performance & optimization
o Leverage Gainsight PX analytics capabilities to gather, analyze, and present actionable insights on user behavior, product adoption, and feature usage
o Monitor engagement metrics and customer feedback to continuously improve digital experiences
What success looks like
· Gainsight PX is optimally configured and integrated, enabling seamless data flow and actionable insights
· Customers experience intuitive, personalized journeys that drive product adoption and satisfaction
· In-app education is timely, relevant, and contributes to measurable improvements in customer outcomes
· Digital engagement strategies are data-informed, scalable, and aligned with broader business goals
· Strong collaboration with internal stakeholders to ensure alignment and execution excellence
•· Knowledge of Gainsight PX best practices and principles of product-led growth
· Experience building digital engagements, customer success, instructional design, or related fields at a SaaS company
· Excellent communication and storytelling skills
· A data-oriented mindset with experience using data to inform decisions . • Technical Education Delivery: Exposure to delivering technical education and awareness activities, such as demonstrations, presentations, and hands-on labs • Technical Content Creation: Experience creating technical collateral, including white papers, tutorials, and other learning assets.
• IBM Product Knowledge: Exposure to various IBM products and technologies, including operating systems and middleware, to provide technical assistance and education. • Technical Issue Resolution Methodologies: Experience with problem determination and problem source isolation methodologies to resolve complex technical issues
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