Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Are you passionate about building scalable customer success technology that enables customer retention, expansion, and business growth? We're looking for a Gainsight Administrator & Developer to help transform how we engage, support, and grow our customer base. You will be a strategic technology partner to Customer Success, Sales, Operations, and IT. Your responsibilities will include designing and optimizing Gainsight solutions that enable proactive customer engagement, operational excellence, and data-driven decision-making. You'll guide platform innovation, automation, integrations, and adoption while helping shape the future of our digital customer success strategy. Reporting to the Senior Director, Global Customer Success, this hybrid role can work out of one of our North American locations.
Your Responsibilities:
Drive Customer Success Technology Innovation
- Design, configure, and continuously improve Gainsight capabilities including Customer 360, Health Scores, Success Plans, Journey Orchestrator, Rules Engine, Playbooks, CTAs, and Dashboards.
- Build scalable customer success programs that support onboarding, adoption, risk management, renewals, retention, and expansion initiatives.
- Develop solutions that enable Customer Success Managers to proactively identify opportunities and customer risks.
Lead Automation & Digital Engagement
- Create automated workflows, customer journeys, playbooks, and business processes that improve efficiency and consistency across the customer lifecycle.
- Use Gainsight's automation and AI capabilities to reduce manual effort, surface applicable insights, and improve customer outcomes.
- Partner with business stakeholders to evolve and scale digital customer success programs.
Integrate Systems and Improve Data Visibility
- Lead the development and optimization of Gainsight integrations with Salesforce and other customer success platforms.
- Develop data models, integrations, automations, and reporting structures that ensure accurate customer, ARR, adoption, and renewal insights.
- Champion data quality, governance, and system performance across the customer success technology ecosystem.
Partner Across the Business
- Collaborate with Customer Success, Sales, Revenue Operations, Analytics, and IT teams to translate requirements into scalable technical solutions.
- Be the trusted advisor on customer success process design, platform optimization, and technology strategy.
- Provide user enablement, documentation, troubleshooting, and best practices that maximize adoption and business value.
The Essentials - You Will Have:
- Bachelor's Degree in Relevant Field
- US Applicants- Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have:
- 5+ years of experience in Customer Success Operations, Revenue Operations, Business Systems, CRM Administration, or related roles.
- Hands-on experience administering and configuring Gainsight.
- Experience supporting SaaS, recurring revenue, or customer success operating models.
- Experience with Salesforce data structures, workflows, reporting, and system configuration.
- Experience translating business requirements into scalable technical solutions.
- Gainsight Administrator Certification (Level 2 or Level 3)
- Expertise with:
- Rules Engine
- Journey Orchestrator
- Data Designer
- Scorecards & Health Scores
- CTAs & Playbooks
- Success Plans
- Dashboards & Reporting
- Experience integrating Gainsight with Salesforce and related business systems.
- SQL skills including data analysis, validation, and troubleshooting.
- Familiarity with REST APIs, integrations, and automation frameworks.
- Experience supporting enterprise-scale Customer Success organizations.
What We Offer in the USA:
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
- To learn more about our benefits package, please visit at www.raquickfind.com.
What We Offer in Canada:
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
In Canada for this role, the Base Salary Compensation is from $83,600.00 - $104,500.00 CAD with an annual target bonus of 5% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience.
This posting is for an existing vacancy within our organization
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
