Senior CX Systems Administrator Waltham, Massachusetts

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

Benefits offered by this job

Hybrid work model

Competitive compensation package

Job summary

Imprivata in Waltham, MA is seeking a Senior CX Systems Administrator to lead Gainsight-driven Customer Experience programs and data operations.

You will design, implement, and optimize Gainsight, integrate with Salesforce and Gong, and partner with Renewals, CS, and RevOps to drive measurable customer outcomes in a hybrid work environment.

Qualifications

• 5+ years of Gainsight administration experience.
• 7+ years in Customer Success Operations or similar roles (B2B SaaS/enterprise).
• Expert-level Gainsight capabilities: Rules Engine, Journey Orchestrator, Data Designer, integrations.
• Strong knowledge of Salesforce data structures and relational systems.
• Excellent problem-solving, communication, and cross-functional partnership skills.
• Experience managing stakeholder relationships and driving CX initiatives.

Responsibilities

• Administer Gainsight end-to-end: config, rules, health scores, journey orchestration.
• Build Gong dashboards and workflows to support Renewals and CS.
• Maintain data integrity; manage Gainsight–Salesforce integrations.
• Design and optimize CS programs using Gainsight Playbooks and Journey Orchestrator.
• Create dashboards, reports, and KPIs to monitor customer health and engagement.
• Gather requirements from end users and stakeholders; deliver solutions.
• Partner with CX, Product, RevOps to boost Gainsight adoption.
• Lead system enhancement projects with training and documentation.
• Perform other duties as assigned.

Skills

Gainsight administration

Cross-functional collaboration

Stakeholder management

Problem-solving

Communication

Tools

Gainsight

Salesforce

Gong

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 a Senior 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. If you have the skills and qualifications as we have described above, we want to hear from you!

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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