Specialist - Customer Success Operations (Gainsight)

Darwinbox; Hyderabad; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Darwinbox in Hyderabad is seeking a hands-on Revenue Operations Specialist focusing on Customer Success Operations to manage Gainsight, NPS, CS reporting, and workflow automation. The role partners with Customer Success and cross-functional teams to improve visibility, process consistency, and system adoption across the customer lifecycle.

You will own Gainsight administration, build dashboards, drive data governance, and support optimizations in CS motions like renewals and expansion.

Qualifications

• 24 years of experience in Customer Success Operations, Revenue Operations, Business Operations, or CRM/CS platform administration in a B2B SaaS environment.
• Hands‑on experience with Gainsight.
• Strong understanding of CS metrics and processes such as NPS, customer health, churn, renewals, adoption, and engagement.
• Experience building dashboards, reports, workflows, and automation.
• Experience with HubSpot/Salesforce, Voice of Customer programs, or basic SQL/BI tools is a plus.

Responsibilities

• Own daily Gainsight administration including CTAs, Cockpit, Success Plans, Rules Engine, Journey Orchestrator, dashboards, reports, and user access.
• Translate CS requirements into scalable workflows, automations, alerts, and configurations.
• Lead NPS and customer feedback programs: survey setup, tracking, follow-ups, reporting.
• Build and maintain dashboards on health, NPS, churn risk, renewals, adoption, engagement, and expansion.
• Monitor data accuracy in Gainsight and coordinate resolution of data or integration issues.
• Support automation and process improvements across CS motions: handover, risk, renewals, adoption, expansion.
• Train Gainsight users and drive adoption of defined workflows.

Skills

Gainsight

CS metrics

Dashboards

Workflow automation

HubSpot/Salesforce

SQL/BI tools

Job description

Role:Revenue Operations Specialist Revenue Operations Customer Success Operations

Location: Hyderabad

is the fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: DP World, Masafi, DIFC, Abu Dhabi Department of Finance, Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.

Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

Role Overview:

We are looking for a hands-on Revenue Operations Specialist Customer Success Operations to manage Gainsight, NPS, CS reporting, workflow automation, and customer data governance. The role will partner with Customer Success and cross-functional teams to improve visibility, process consistency, and system adoption across the customer lifecycle.

Key Responsibilities:

• Own day-to-day administration and optimization of Gainsight, including CTAs, Cockpit, Success Plans, Rules Engine, Journey Orchestrator, dashboards, reports, and user access.
• Translate CS business requirements into scalable workflows, automations, alerts, and system configurations.
• Own operational execution of NPS and customer feedback programs, including survey setup, response tracking, follow-ups, and reporting.
• Build and maintain dashboards across customer health, NPS, churn risk, renewals, adoption, engagement, and expansion.
• Monitor data accuracy and integrity in Gainsight and coordinate resolution of data or integration issues with relevant teams.
• Support automation and process improvements across key CS motions such as handover, risk management, renewals, adoption, and expansion.
• Train and support Gainsight users and drive adoption of defined workflows and processes.

Qualifications:

• 24 years of experience in Customer Success Operations, Revenue Operations, Business Operations, or CRM/CS platform administration in a B2B SaaS environment.
• Hands‑on experience with Gainsight.
• Strong understanding of CS metrics and processes such as NPS, customer health, churn, renewals, adoption, and engagement.
• Experience building dashboards, reports, workflows, and automation.
• Strong analytical and problem-solving skills.
• Experience with HubSpot/Salesforce, Voice of Customer programs, or basic SQL/BI tools is a plus.