Gainsight & Customer Success Systems Administrator

Overview AvePoint is seeking a highly motivated Customer Success Systems Administrator to serve as a strategic administrator and business partner for our Customer Success technology ecosystem, with a primary focus on Gainsight. This role will be responsible for optimizing customer lifecycle workflows, driving digital customer engagement, and enabling scalable customer success motions through automation, reporting, and operational excellence. As part of the Customer Success organization, you will partner closely with Customer Success, Technical Account Management, Renewals, Revenue Operations, Product, and Business Systems to ensure our technology investments directly drive customer adoption, retention, expansion, and operational efficiency. This role will be responsible for optimizing customer and partner lifecycle workflows, driving digital customer engagement, and enabling scalable customer success motions through automation, reporting, and operational excellence. As part of the Business Operations organization, you will partner closely with Customer Success, Technical Account Management, Customer Marketing, Channel, Renewals, Revenue Operations, Product, and Business Systems to ensure our technology investments directly drive customer adoption, retention, expansion, and operational efficiency.

What You'll Do Customer Success Technology Administration • Serve as a primary administrator and subject matter expert for Gainsight. • Ensure platform stability, scalability, governance, and adherence to best practices. • Configure and optimize: o Rules Engine o Success Plans o CTAs and Playbooks o Lifecycle Management o Dashboards and Reporting o Journey Orchestrator Programs o Customer Health Score Frameworks • Partner with Dynamics administrators and Business Systems teams to maintain data integrity and integration effectiveness across platforms. • Manage system enhancements, testing, documentation, and release processes.

• Manage, configure, and maintain the Gainsight PX (Product Experience) platform, including building in-app guides and banners and tracking product usage and feature adoption. Customer Health & Risk Intelligence • Administer and continuously evolve customer health score methodologies. • Collaborate with Customer Success leadership to define meaningful measures that predict customer retention, adoption, growth, and risk. • Analyze trends and recommend improvements to scoring logic, weighting, and automation. • Ensure health score frameworks align with business priorities and customer success motions. • Develop reporting that helps leaders proactively identify renewal risks and growth opportunities. Customer Lifecycle Automation & Digital Success • Design and optimize automated customer engagement programs using Gainsight Journey Orchestrator. • Create scalable customer touchpoints that improve onboarding, product adoption, customer education, and renewal readiness. • Partner with Digital Customer Success teams to operationalize automated engagement strategies. • Evaluate program effectiveness and continuously improve engagement outcomes through data-driven insights. Call-to-Action (CTA) & Workflow Optimization • Manage and optimize CTA strategies, workflows, and playbooks that guide customer-facing teams. • Monitor adoption, completion rates