Principal Customer Success Systems Administrator

About Payscale

Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower 65% of the top companies in the U.S. and businesses like Panasonic, ZoomInfo, Chipotle, AccentCare, University of Washington, American Airlines, and TJX Companies.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

Job Summary

The Principal Gainsight Administrator & Architect is the senior-most authority on the design, implementation, and governance of the Gainsight platform. This role owns the technical architecture, helps the Director of COE drive strategic adoption, ensures scalability, and aligns Gainsight capabilities to business outcomes across Customer Success, Education and Support, Product, and other functions. This role is not “just” about keeping the system running—it’s about ensuring Gainsight becomes a strategic operating system for Payscale. The Principal Gainsight Administrator & Architect sets the standards, drives scale, and ensures the platform delivers measurable impact across customer experience, retention, and growth.

What You'll Do

• Platform Strategy & Architecture

  • Define the long-term Gainsight roadmap in alignment with business objectives and enterprise systems strategy.

  • Architect scalable solutions for complex business requirements, ensuring clean data flow across CRM, Support, Learning, and Community platforms.

  • Govern system design standards, ensuring consistent architecture, performance, and security.

  System Administration & Development

  • Serve as lead Gainsight administrator, responsible for configuration, workflows, rules engine, journey orchestrator, data ingestion, reporting, and dashboards.

  • Build and maintain advanced automations, scorecards, CTAs, success plans, and playbooks.

  • Monitor system health, optimize data model performance, and troubleshoot platform issues.

  Cross-Functional Leadership

  • Partner with Customer Success, Education and Support, Marketing, and Operations leaders to translate business needs into Gainsight solutions.

  • Lead design workshops, discovery sessions, and solution reviews with stakeholders.

  • Mentor business users; establish governance and best practices for platform usage.

  Data & Insights

  • Own the integrity, mapping, and governance of Gainsight data across the enterprise tech stack.

  • Design and deliver advanced analytics, dashboards, and reporting that drive strategic decision-making.

  • Partner with BI and Data teams to align Gainsight reporting with enterprise analytics.

  Innovation & Continuous Improvement

  • Evaluate and adopt new Gainsight features, ensuring the business leverages the full value of the platform.

  • Proactively identify opportunities for process automation, scale, and improved customer insights.

  • Stay current with Gainsight roadmap, Salesforce ecosystem, and best practices in Customer Success technology.

What We're Looking For

• 5–10+ years in Customer Success Operations, CRM/CS platform management, or enterprise systems administration.

• Deep, hands-on Gainsight administration expertise (NXT), including Rules Engine, Journey Orchestrator, Data Designer, Scorecards, and Success Plans.

• Proven experience architecting complex Gainsight integrations with Salesforce, Snowflake, Support systems, and/or data warehouses.

• Strong SQL and data modeling skills; ability to work with APIs and ETL tools a plus.

• Experience in using Jira and Confluence, specially in areas of creating documentation.

• Excellent stakeholder management and cross-functional leadership abilities.

• Expertise in Jira and Confluence for project management, workflow automation, and creating strategic documentation.

• Strong problem-solving mindset with an ability to translate ambiguous requirements into scalable solutions.

• Gainsight Administrator or Architect certifications highly desirable.

Nice to Have

• Gainsight Communities: Integrating Communities into the CS ecosystem for engagement and self-service.

• Gainsight Staircase: Applying the Staircase AI model to guide roadmap planning and operational excellence.

• GuideCX: Onboarding project workflows and integration points with Gainsight to streamline implementation tracking.

• Skilljar: Customer education alignment with Gainsight for adoption, health scoring, and outcomes.

Location

Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter.

In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices. Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs.

If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

When it matters (usually no more than a few times a year) we take the time to gather for in-person events.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work

• 14 Paid Company Holidays, includes 2 floating holidays (you choose!)

• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale

• Unlimited infertility coverage benefits through our medical plans

• Additional supplemental health benefits offered to you and your family

• 401(k) retirement program with a fully vested immediate company match

• 16 weeks of paid parental leave for birthing and non-birthing parents

• Health Savings Account (HSA) options and company contributions each pay period

• Flexible Spending Account (FSA) options for pre-tax employee allocations

• Annual remote work stipend to be used on wellness or home office equipment

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email recruiting@payscale.com