Customer Success Representative – Gainsight Operations

About the role

We are looking for a Customer Success Representative to join our Customer Success Operations team. The role focuses on Gainsight administration, designing and optimizing solutions that improve operational efficiency and customer success at scale. This is a remote position serving teams in Bogotá, Rio de Janeiro, and São Paulo.

Key responsibilities

• Design and implement Gainsight solutions aligned with CS Ops objectives.
• Configure Journey Orchestrator, Scorecards, CTAs, Playbooks, Dashboards, and reporting assets.
• Build, maintain, and troubleshoot Rules Engine logic for automation and data transformations.
• Use Data Designer to model and prepare datasets for dashboards, health scoring, and AI readiness.
• Configure and support Gainsight AI capabilities such as AI‑assisted summaries and recommendations.
• Maintain naming standards, documentation, validation, and change control.
• Optimize CS workflows, health score processes, and renewal touchpoints.
• Lead creation of dashboards and reports that provide actionable insight into customer health and risks.
• Collaborate with Sales, Product, Data, and CRM teams to ensure full leverage of Gainsight.
• Partner with CRM and Data teams to support Salesforce, Snowflake, and related integrations.

Required profile

Required skills

• Gainsight
• Salesforce
• Snowflake