Gainsight Administrator - Digital Success and Agentic Customer Experience (India Based, US EST Hours)

Join the Future of Supply Chain Intelligence — Powered by Agentic AI

At Resilinc, we’re pioneering intelligent, autonomous systems that redefine supply chain risk management. Our agentic AI helps global enterprises predict disruptions, assess impact, and act in real time — before operations are affected. Named a 2025 Gartner® Magic Quadrant™ Leader, we’re trusted by top companies in life sciences & pharma, aerospace & defense, high tech, and automotive to protect what matters most. Be part of a team that's redefining resilience on a global scale.

But the real power behind Resilinc? Our people. We’re a fully remote, mission-led team making sure life-saving products and critical goods get where they’re needed, fast. We offer the chance to do meaningful work in a collaborative, empowering culture—where you can be an agent of change. Join us to tackle critical global challenges through high-impact work that matters.

Check out this blog to learn more about how we are impacting the world's most critical supply chains. Global Supply Chain Risks 2026: Act Faster | TEC

Resilinc | Innovation with Purpose. Intelligence with Impact.

As we scale our Digital Success and Supplier Success ecosystem, Resilinc is building an intelligent, data-driven, and automated engagement model. The Gainsight Administrator is at the center of that transformation and will lead the implementation, configuration, and expansion of our digital success engine. This individual will architect the end-to-end Gainsight platform, automate customer journeys, and operationalize the shift from traditional CSM engagement to agentic digital engagement built on real-time signals, learning systems, and contextual action.

The Gainsight Administrator serves as the operational and technical owner of the Gainsight platform for Resilinc’s US customer base. You will work closely with US and India Digital Engagement teams, Supplier Success, Support, and Academy leadership and will be responsible for building the scaled digital engagement frameworks that drive adoption, improve GRR, accelerate supplier engagement, and strengthen operational excellence.

This role is based in India and will support US customers, US and India Digital Engagement teams, and US cross-functional partners during US (EST) business hours. Preference is for candidates located in Pune who can collaborate in person at our Pune office several times each week. Exceptional candidates across India will also be considered, provided they can work US hours effectively.

What You Will Do :
• Platform Ownership
• Lead full implementation, configuration, and ongoing governance of Gainsight for US customer engagement.
• Own all modules including Journey Orchestrator, Rules Engine, Data Designer, Scorecards, Playbooks, Success Plans, and Cockpit.
• Ensure high-quality data synchronization across Salesforce, Freshdesk, Snowflake, PowerBI, and product telemetry.
• Digital Engagement and Agentic Transformation
• Design and execute digital journeys that support onboarding, adoption, usage resilience, and renewal readiness for US customers.
• Build agentic, signal-driven workflows that proactively notify teams and guide automated actions across Digital Engagement, Supplier Success, and Support.
• Create scalable, repeatable templates and playbooks that reduce manual effort while improving customer outcomes.
• Operational Analytics and Intelligence
• Build and manage operational dashboards used by US leadership for GRR forecasting, product adoption, week-over-week supplier progress, and risk indicators.
• Simplify large data sets into actionable intelligence that informs account strategy, supplier engagement, and CSM prioritization.
• Cross-Functional Collaboration
• Collaborate with US and India teams across Digital Engagement, Supplier Success, Support, and Academy.
• Partner with Product, Engineering, and Data Science to integrate relevant customer and supplier signals.
• Train internal teams and establish enablement materials for Gainsight adoption.
• Scale and Governance
• Establish governance, documentation, and technical standards for Gainsight to support growth.
• Evaluate emerging Gainsight capabilities and support continuous improvement.

What You Will Bring:
• 4+ years of Gainsight administration experience in a SaaS environment, including experience implementing Gainsight to support a fully digital motion with very little human touch
• Experience supporting US enterprise customer success or global operations.
• Ability to work US hours consistently.
• Strong skills in Rule Engine, Journey Orchestrator, Scorecards, Playbooks, and data
• workflows.
• Solid analytical and problem-solving capability.
• Experience with Salesforce, SQL, Snowflake, or similar data tooling a strong plus.

What Will Make You Stand Out:
• Based in Pune with prior experience collaborating in hybrid office settings.
• Experience implementing or scaling digital success programs for US customers.
• Exposure to AI-driven or agentic automation concepts.
• Background supporting hybrid CS models that blend scaled and high-touch engagement.

What's in it for you?

At Resilinc, we’re fully remote, with plenty of opportunities to connect in person. We provide a culture where ownership, purpose, technical growth and a voice in shaping impactful technology are at our core. Oh, and the perks? Full-stack benefits for health, wealth and wellbeing to keep you thriving. Hit up your talent acquisition contact for a location-specific FAQ.

Curious to know more about us? Dive in at www.resilinc.ai

More great news! Resilinc is backed by Vista Equity Partners

If you are a person with a disability needing assistance with the application process please contact [email protected].