Senior CX Systems Administrator

Imprivata; Waltham (MA); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Top-notch work environment

Development opportunities

Job summary

Imprivata is seeking a Senior CX Systems Administrator to drive Gainsight strategy and administration in a hybrid Waltham, MA role. The position focuses on data-driven Customer Success, Renewals, and Managed Services operations, blending platform care with business impact measurement.

You will design, implement, and optimize Gainsight functionality, manage data integrity, and collaborate across CX, Product, and RevOps to enable strategic initiatives.

Qualifications

• 5+ years in Gainsight administration with program-building experience.
• 7+ years in CS Operations or similar with B2B SaaS exposure.
• Expert knowledge of Gainsight modules and Salesforce data structures.

Responsibilities

• Drive end-to-end Gainsight administration including rules and health scoring.
• Support Renewals and CS with Gong dashboards and workflows.
• Maintain integrations between Gainsight, Salesforce and other systems.
• Design CX programs using Gainsight Playbooks and Journey Orchestrator.
• Develop dashboards and KPIs to reveal customer health and engagement.
• Collaborate with CX, Product, and RevOps to drive adoption.

Skills

Gainsight admin

CS Ops

Salesforce data

Cross-functional

Stakeholder mgmt

Tools

Gainsight

Salesforce

Tableau/Power BI

Job description

Description

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.

We are seeking aSenior CX Systems Administrator to join our team. This is a hybrid opportunity based in our Waltham, MA office.

Job Summary

The Senior CX Systems Administrator will drive system strategy, administration, and optimization across Customer Experience systems. This role will design, implement, and manage Gainsight functionality to support scalable and data-driven Customer Success (CS), Managed Services (MS), and Renewal team system operations. This role blends platform administration with operational strategy, cross-functional alignment, and business impact measurement.

Duties and Responsibilities

• Drive end-to-end administration of Gainsight, including configuration, rule building, health score modeling, and journey orchestration.
• Support Renewals and CS teams with building and maintaining Gong dashboards and workflows.
• Maintain data integrity and manage integrations between Gainsight, Salesforce, and other internal systems.
• Design and optimize Customer Success programs (onboarding, renewals, risk mitigation) using Gainsight Playbooks and Journey Orchestrator
• Develop and maintain dashboards, reports, and KPIs to drive insights into customer health and engagement.
• Work directly with end users and management to gather requirements and develop solutions.
• Collaborate with cross-functional teams (CX, Product, RevOps) to support strategic initiatives and enhance Gainsight adoption.
• Lead system enhancement projects and ensure effective change management through training, documentation, and stakeholder communication.
• Other duties as assigned and required.

Required Qualifications

• 5+ years of experience in Gainsight administration with a proven track record of building strategic programs and workflows.
• 7+ years in Customer Success Operations, Business Operations, or a similar function, preferably in a B2B SaaS or enterprise software environment.
• Expert-level knowledge of Gainsight capabilities, including Rules Engine, Journey Orchestrator, Data Designer, and integrations.
• Sound knowledge of Salesforce data structures and relational systems.
• Exceptional problem-solving, communication, and cross-functional partnership skills.
• Experience managing stakeholder relationships and driving strategic CX initiatives.

Desired Qualifications

• Gainsight Admin Certification (NXT Level 3 preferred).
• Experience with Clari, Certinia (FinancialForce) is a plus.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Knowledge of customer segmentation, NPS, and Voice of Customer programs.
• Exposure to CS tech stack integrations.

This position offers a total compensation range of $140,000.00 to $150,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun.

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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