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Administer and scale Gainsight as the system of record for Braze’s Customer Experience organization. Configure health models, CTAs, playbooks, success plans, workflows, dashboards, AI features, integrations, permissions, and data processes. Troubleshoot sync and data-load issues, maintain governance and documentation, support releases and hypercare, and partner with Salesforce, Data, Security, and CX teams on roadmap delivery and UAT.

Administer and scale Gainsight as the system of record for the Customer Experience organization. Configure health models, CTAs, playbooks, workflows, dashboards, AI features, integrations, permissions, and data processes. Troubleshoot sync and automation issues, support security and compliance, lead QA/UAT, manage releases and documentation, and partner with CX, Salesforce, Data, IT, and Security teams on platform enhancements.

Administer and scale Braze’s Gainsight platform for Customer Experience teams. Configure health models, CTAs, playbooks, success plans, workflows, AI features, dashboards, data integrations, permissions, and reporting. Troubleshoot Salesforce and Snowflake data synchronization, maintain governance and documentation, support security reviews, manage releases, and lead QA, UAT, support, and hypercare in partnership with CX, operations, data, security, and technical teams.

Administer and configure Gainsight as the customer experience system of record for more than 200 users. Responsibilities include managing health models, scorecards, CTAs, playbooks, workflows, dashboards, AI features, data integrations, permissions, security, and documentation. The role partners with Salesforce, data, security, and CX teams, troubleshoots synchronization and data-quality issues, supports releases and hypercare, and delivers new platform capabilities through QA and UAT.

Supports treasury operations including SOX compliance, audit documentation, cash positioning, forecasting, payments, bank account administration, bank fee analysis, intercompany funding, and treasury transaction records. Assists with bank relationship management and implementation of a Treasury Management System, including data migration, configuration, testing, training, and documentation. Ensures treasury activities comply with company policies, internal controls, and regulatory requirements.

Own cross-functional partnership programs from planning through delivery, maintaining visibility into workstreams, dependencies, risks, and deadlines. Manage flagship events, operating rhythms, executive communications, business reviews, OKRs, and organizational initiatives. Build repeatable processes, facilitate senior stakeholder meetings, track actions, and provide clear status reporting while leading through influence and maintaining confidentiality.

Own cross-functional partnership programs from planning through delivery, maintaining visibility into workstreams, risks, dependencies, timelines, and ownership. Support flagship events, operating rhythms, OKRs, business reviews, communications, annual planning, employee engagement initiatives, and potential Salesforce partner-program alignment. The role requires influencing senior stakeholders without formal authority, facilitating meetings, creating repeatable processes, and delivering concise executive updates with discretion.

Own cross-functional partnership programs from planning through delivery, maintaining visibility into workstreams, dependencies, risks, and ownership. Coordinate flagship events, operating rhythms, business reviews, communications, planning, and organizational initiatives. Facilitate senior stakeholder meetings, track actions, prepare executive updates, and build repeatable processes while driving execution without formal authority.

Own strategic enterprise customer relationships, driving renewals, retention, expansion, feature adoption, advocacy, and measurable value from Braze. Serve as a trusted advisor and escalation point, coordinate cross-functional support, provide strategic marketing guidance, synthesize product feedback, and mentor junior customer success colleagues. The role manages complex international accounts, includes temporary support for at-risk customers, and may involve onsite customer engagement and international travel.

Own strategic enterprise customer relationships, driving adoption, renewals, retention, expansion, advocacy, and business value. Serve as a trusted advisor and escalation point for major SaaS accounts, partnering with Account Executives and internal teams. Mentor junior Customer Success Managers, assist with at-risk accounts, provide strategic guidance and product enablement, and synthesize customer feedback for product development. The role supports complex international accounts, may involve onsite customer engagement and international travel, and requires strong technical domain knowledge and project management experience.