Customer Success Platform Administrator

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU’LL DO

The Business Systems team builds and operates the internal platforms that power Braze's Customer Experience (CX) organization, with Gainsight as the system of record for 200+ users. Customer Success is the primary user today, and Gainsight is expanding to support additional CX teams. As our Gainsight Administrator, you will be the hands-on technical execution layer for the platform, working alongside our CX Business Systems Analyst to turn CX strategy into scalable, well-governed system configuration.

Responsibilities:

• Administer and maintain: Serve as the hands-on technical administrator for Gainsight, working alongside the CX Business Systems Analyst on configuration standards, data integrity, user and permission management for both internal and external users, and admin documentation, ensuring the platform remains scalable and reliable for 200+ users
• Configure and solution: Design, build, and maintain C360/R360 layouts, Scorecards and health models, CTAs, Playbooks, and Success Plans that operationalize CX engagement models
• Automate workflows: Build and maintain Rules Engine jobs, scheduled runs, and Journey Orchestrator programs, and troubleshoot rule and data-load failures so automated health, lifecycle, and outreach workflows stay accurate
• Configure and maintain AI features: Set up and tune Gainsight's AI capabilities, such as Copilot prompts and Key Definitions, and the Skills that guide Claude’s use of the Gainsight MCP, keeping both aligned as new builds and enhancements roll out
• Report and visualize: Develop and maintain dashboards and reports for leadership, managers, and end users across health, adoption, usage, renewals, and sentiment, with accuracy and actionability, as well as reporting on internal Gainsight adoption and engagement to inform enablement and platform improvements
• Manage data and integrations: Use Data Designer and Rules to ingest, transform, and merge data for reporting and automations; partner with Salesforce admins and Data teams on Gainsight integrations with Salesforce and Snowflake; and manage field mappings, schema changes, sync troubleshooting, and data quality and retention
• Support security and compliance: Partner with IT, Security, and GRC on access controls, integration authentication, and security reviews for new connectors and AI capabilities, ensuring customer data is handled appropriately across internal and external users
• Deliver net-new build: Contribute hands-on to the Gainsight roadmap, including new health-scoring models, CTAs and playbooks, dashboards, data integrations, and AI capabilities that support new and existing CX use cases, and lead QA and UAT through to release
• Partner cross-functionally: Work with the CX Business Systems Analyst / Technical Project Manager team and CX Operations, who gather and shape requirements, and provide the hands-on-keyboard administration and execution to deliver them
• Run and support: Manage ongoing support and hypercare, monitor system performance, evaluate and apply new Gainsight platform releases, and maintain admin documentation, release logs, configuration inventories, and technical guidance for the platform

WHO YOU ARE

• 3+ years in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations, including 2+ years of hands-on Gainsight administration
• Deep, hands-on expertise across Rules Engine, Data Designer, C360/R360, Scorecards and health scoring, CTAs, Playbooks, Success Plans, Journey Orchestrator, and Gainsight reporting and dashboards
• Solid understanding of Salesforce data models and the Gainsight and Salesforce integration, with comfort troubleshooting data syncs and load failures
• Proven ability to translate shaped requirements into scalable, well-documented system configuration
• Strong analytical and problem-solving skills, with a track record of data-quality and governance discipline
• A clear communicator who partners effectively across CX, Operations, and technical teams. Strong written and verbal English language skills are essential
• Ability to manage multiple initiatives in parallel, with varying priorities and dependencies
• Experience with customer intelligence, sentiment, or early-warning signal tooling (for example, StaircaseAI), or the ability to ramp on it quickly.
• Experience managing Customer Success Platforms other than Gainsight

Nice to have:

• Gainsight NXT Administrator certification (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 such as Copilot, including 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

For candidates based in Canada, the pay range at the start of employment for this position is expected to be between CA$86,000 - CA$134,000/year, with an expected On Target Earnings (OTE) between CA$95,000 - CA$149,000/year (including performance-based or variable compensation (bonus or commission). Your particular offer may vary depending on multiple individual factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

WHAT WE OFFER

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.

Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.

The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you

OUR AI-POWERED BRAZE RECRUITMENT PROCESS

At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process.

This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.

Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:

• To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.
• To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a retroactive manual review of any decision made or to contest a decision, please contact us at [email protected].

Please contact us at [email protected] with any questions. To find out more about our hiring process, check out this page.

Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)

Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review.

To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at [email protected] promptly after applying. Summaries of the most recent bias audit results for such tools are available here.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.