Customer Success Platform Administrator

The posting, as Braze wrote it

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, t

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ecisions 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 talentdata.privacy@braze.com .

Please contact us at talentdata.privacy@braze.com 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 talentdata.privacy@braze.com 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.