Responsibilities
We are seeking a Customer Success Representative to join the Customer Success Operations (CS Ops) team with a focus on Gainsight administration. This role designs, implements, and optimizes Gainsight capabilities that improve operational efficiency and customer success at scale. The consultant will partner with internal teams and CSMs to configure and sustain Journey Orchestrator, Scorecards, CTAs, Playbooks, Rules Engine, Dashboards, Data Designer, and emerging AI capabilities that support engagement, retention, and data-driven decision-making.
Key Responsibilities
Consulting & Solution Design
- Design and implement Gainsight solutions aligned to CS Ops objectives and customer success operating models.
- Translate business needs into scalable Gainsight configuration, workflows, reporting, and automation requirements.
- Advise internal stakeholders on practical approaches that improve adoption, governance, and usability.
Gainsight Feature Configuration & Administration
- Configure and maintain Journey Orchestrator, Scorecards, CTAs, Playbooks, Dashboards,
and reporting assets.
- Build, maintain, and troubleshoot Rules Engine logic to support automation, data transformations, alerts, and operational workflows.
- Use Data Designer to model, join, transform, and prepare datasets for dashboards, health scoring, AI readiness, and operational insights.
- Configure and support Gainsight AI capabilities where applicable, including AI-assisted summaries, recommendations, prioritization, and workflow enablement.
- Maintain quality standards for naming, documentation, validation, change control, and configuration governance.
Operational Excellence & Strategy
- Optimize CS workflows, health score processes, customer journeys, renewal-related touchpoints, and operational playbooks.
- Monitor customer health, automate insights, and improve data accuracy across Gainsight and connected systems.
- Standardize CS metrics, reporting practices, business rules, and
📌 Customer Success Operations (Bogotá)
🏢 Octave
📍 Bogotá