Principal Engineer - Gainsight

Position Overview
 

We are looking for a Gainsight Technical Lead to drive the design, implementation, and optimization of our Customer Success technology stack. In this role, you will own core Gainsight capabilities—Journey Orchestrator, Rules Engine, Health Score framework, Data Management, and integrations with Salesforce, product telemetry, and customer-facing applications—to deliver scalable, data-driven experiences for our agents and customers.
 

You will lead a growing technical team and spearhead the evolution of our Gainsight platform architecture. This is a high-impact opportunity to collaborate with senior cross-functional stakeholders, elevate customer success operations at scale, and shape a next-generation Customer Success ecosystem that sets a new industry standard.

Key Responsibilities:

• Serve as the go-to Gainsight and Salesforce expert, designing and implementing scalable CS workflows, dashboards, and automation

• Configure and maintain Gainsight programs, scorecards, journeys, rules, and reporting to support customer success initiatives

• Build key customer health metrics and success KPIs; deliver actionable insights to leadership and account teams
   

Qualifications:

• 5+ years in Customer Success, Customer Support, or CS Operations roles with hands-on Gainsight or related application.

• Deep Gainsight expertise: administration of rules, programs, scorecards, journeys, and reporting

• Strong Salesforce knowledge: Service Cloud, Experience Cloud, Knowledge, and Success Plans

• Excellent collaboration, communication, and data-driven problem-solving skills
   

Preferred:

• Salesforce certifications (Admin, Service Cloud, or Customer Success Manager)

• Experience integrating Gainsight, Totango, or other CS platforms with SFDC

• B2B SaaS experience with enterprise customers

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