Customer Success Systems Analyst

About Coursera

Founded in 2012 by Stanford professors Andrew Ng and Daphne Koller, Coursera is one of the world’s largest online learning platforms, serving 168 million registered learners. Our mission is to provide universal access to world-class learning. We collaborate with over 350 universities and industry partners to offer courses, Specializations, Professional Certificates, and degrees in fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Join us in our mission to create a world where anyone, anywhere can transform their life through education. We’re seeking passionate individuals to help revolutionize learning.

Job Overview

We are seeking a Gainsight Administrator to lead the configuration and administration of Gainsight. Your goal will be to optimize business processes, enhance user experience, and support Customer Success and Implementation Managers. You will collaborate with CS Strategy Operations and work cross-functionally with data engineering teams to improve customer success productivity.

Responsibilities

• Design and implement business processes and automation in Gainsight.
• Continuously optimize Gainsight features to improve efficiency and user adoption.
• Serve as a subject matter expert, troubleshooting issues and providing insights.
• Leverage analytics tools to analyze user engagement and customer health trends.
• Develop reports and dashboards in Gainsight, Salesforce, and other CS tools.
• Manage system administration, security, and permissions.
• Lead rollout planning and sprint cycles.
• Foster collaboration with internal stakeholders to drive adoption.
• Document Gainsight configurations, workflows, and processes for scalability.
• Stay updated on industry trends, tools, and best practices in customer success.

Basic Qualifications

• 4-6 years of experience configuring Gainsight and CS operations tools.
• Gainsight CS Admin Certification (Level 2 or Level 3 preferred).
• Proven project management experience leading complex initiatives.
• Experience integrating Gainsight with CRM tools (Salesforce, Gong, Databricks).
• Ability to read SQL queries and extract insights from Gainsight and analytics tools.
• Strong organizational and multitasking skills.
• Excellent stakeholder communication skills, including executive engagement.
• Strategic thinker with strong problem-solving abilities.

Preferred Qualifications

• Bachelor’s degree in business or data analytics, or equivalent experience.
• Admin experience or certification in Salesforce.
• Experience with CS/post-sales tools such as Matik and Rocketlane.
• Familiarity with big data sets and SQL query writing.
• Experience with Agile methodologies, roadmap planning, and Jira/ServiceNow.
• Strong relationship-building skills with leadership and cross-functional teams.

Related Learning Opportunities

• Business Metrics for Data-Driven Companies
• Influencing: Storytelling, Change Management, and Governance Specialization
• Reports, Dashboards, and Customer Success in Salesforce
• Strategic Planning and Execution

Equal Employment Opportunity

Coursera is an Equal Employment Opportunity Employer and considers all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, veteran status, disability, or any other protected class.

If you require accommodations for any part of the application process, please contact us at [email protected].

For California residents, please review our CCPA Applicant Notice.

For global candidates, please review our GDPR Recruitment Notice.

Tagged as: Customer Analytics, Gainsight, Salesforce