Gainsight Administrator

Location: Toronto, Canada

Salary: CA$86,000–CA$134,000/year base pay; expected OTE of CA$95,000–CA$149,000/year, including performance-based or variable compensation.

Company

hirify.global provides a customer engagement SaaS platform that helps brands deliver personalized, cross-channel customer experiences using journey orchestration, analytics, and AI-powered decisioning.

What you will do

• Administer Gainsight for 200+ users, maintaining configuration standards, data integrity, permissions, documentation, scalability, and reliability.
• Design and maintain C360/R360 layouts, Scorecards, health models, CTAs, Playbooks, Success Plans, Rules Engine jobs, scheduled runs, and Journey Orchestrator programs.
• Configure and tune Gainsight AI capabilities, including Copilot prompts, Key Definitions, and Skills supporting Claude’s use of the Gainsight MCP.
• Build dashboards and reports covering health, adoption, usage, renewals, sentiment, and internal Gainsight engagement.
• Manage data ingestion, transformation, merging, field mappings, schema changes, retention, and integrations with Salesforce and Snowflake.
• Support security reviews, access controls, connector authentication, platform releases, QA/UAT, roadmap delivery, hypercare, and ongoing technical support.

Requirements

• 3+ years of experience in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations, including 2+ years of hands-on Gainsight administration.
• Deep hands-on expertise with Rules Engine, Data Designer, C360/R360, Scorecards and health scoring, CTAs, Playbooks, Success Plans, Journey Orchestrator, reporting, and dashboards.
• Solid understanding of Salesforce data models and Gainsight–Salesforce integrations, including troubleshooting data synchronizations and load failures.
• Ability to translate shaped requirements into scalable, well-documented system configuration.
• Strong analytical, problem-solving, data-quality, and governance skills.
• Strong written and verbal English communication skills, with the ability to partner across CX, Operations, and technical teams.
• Ability to manage multiple initiatives with different priorities and dependencies.
• Experience with customer intelligence, sentiment, or early-warning signal tooling, such as StaircaseAI, or ability to ramp up quickly.
• Experience managing Customer Success Platforms other than Gainsight.

Nice to have

• Gainsight NXT Administrator certification at Level 2 or 3.
• Experience setting up and managing Staircase AI integrations.
• Experience with Snowflake and SQL, plus exposure to integration tooling and REST APIs/JSON.
• Familiarity with Gainsight AI capabilities, including Copilot, prompt and key-term configuration, and emerging connectors.
• Experience supporting multiple business segments or partner and reseller models.
• Experience owning Gainsight alongside an operations or systems-analyst partner in a mid-to-large SaaS environment.
• Salesforce Administrator certification.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented culture focused on accountability, autonomy, learning, and work-life harmony.
• Hybrid ways of working and a curated in-office employee experience focused on community, team connections, and innovation.
• Comprehensive medical, dental, vision, life, disability, family, fertility, and equal paid parental leave benefits.
• Flexible paid time off, retirement and employee stock purchase plans, and potential equity through RSUs.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and community initiatives.