Client Systems Manager (Gainsight)

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Job description

Overview:
About the Role

We're looking for an experienced Client Success Operations Manager (Gainsight Administrator) who will be responsible for the strategic management and optimization of our Gainsight platform, driving significant enhancements within the Client Success (CS) team. The ideal candidate will have extensive experience with Gainsight, strong analytical skills and technical aptitude, and a commitment to enhancing client experiences through data-driven insights and CS team efficiencies. You will serve as an expert within the CS community, independently managing complex projects and collaborating cross-functionally to deliver impactful solutions that support organizational objectives.

What You'll Accomplish

Gainsight Configuration and Management:Oversee the setup, configuration, and administration of Gainsight, ensuring alignment with business processes and client success strategies.

Architect, optimize, and manage full program areas, leading all aspects of Gainsight from inception to completion while demonstrating advanced professional judgment and a solutions-oriented mindset in ambiguous situations.

Provide advanced strategic oversight, including roadmap planning and industry best practices, to optimize efficiency and effectiveness and to inform the near and long-term direction of Gainsight.

Data Management and Reporting:Ensure data integrity and accuracy within Gainsight by implementing best practices for data entry, maintenance, and reporting.

Create and manage reports and dashboards that provide actionable insights into client health, engagement, and retention metrics.

Design, measure, and monitor usage and adoption metrics for continuous improvement.

Maintain data quality and ensure the system is running as expected; identify and fix issues proactively vs reactively troubleshooting.

Training and Change Management:Deliver comprehensive training and support on Gainsight functionalities, best practices, and new features.

Serve as the primary point of contact for Gainsight-related inquiries, providing timely resolution and guidance to team members.

Manage the adoption and change management of Gainsight enhancements and operational changes, ensuring minimal disruption and maximum alignment with team goals.

Facilitate communication and conduct regular training sessions to promote organizational change and keep teams informed of best practices and system updates.

Collaboration with Cross-Functional Teams:Work closely with Client Success, Commercial Operations, Sales, Product Marketing, Customer Marketing, Growth Marketing, and Product teams to align Gainsight capabilities with organizational goals and influence cross-functional team roadmaps to ensure projects progress effectively.

Gather and prioritize user feedback to drive continuous improvements of the Gainsight platform.

Project Leadership:Lead Gainsight-related projects, including new feature implementations, system upgrades, and integrations with other tools.

Develop project plans, timelines, and documentation to ensure successful project execution and alignment with team OKRs.

Independently scope and deliver new projects in collaboration with cross-functional partners and leadership.

Strategic Insights and Recommendations:Analyze client data and trends to identify opportunities for improvement in client engagement and retention strategies.

Provide actionable recommendations to leadership for optimizing Gainsight to better support the CS team's objectives.

Leverage team data, such as recordings, client health scores, and client interactions, to gain insights and provide actionable recommendations to CS leadership that will inform training and ensure the voice of the customer is integrated into our processes.

Systems Thinking & Problem-Solving:Demonstrate a strong ability to analyze complex problems, break them down into logical parts, and propose effective solutions.

Display advanced professional judgment and a solutions-oriented mindset.

Workflow Optimization:Proactively identify inefficiencies in current workflows and propose solutions to enhance operational effectiveness, including automating repetitive tasks.

Hinge Health Hybrid Model

We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 3 days/week.

Qualificatons:
Basic Qualifications

3+ years of experience with Gainsight administration and management and 5+ years of experience in Client Success / Operations or similar role

Certified as a Gainsight Admin with hands-on experience in configuring Gainsight's capabilities

Strong analytical skills, capable of translating data insights into actionable recommendations

Proven project management experience, with a track record of leading and delivering on complex initiatives independently

Excellent communication and collaboration skills, with experience working across cross-functional teams and the ability to train and mentor team members

Preferred Qualifications

Healthcare + start-up experience is a plus

Extensive experience managing and configuring Gainsight features

Experience with other CRM platforms (i.e. SFDC) is a plus

Familiarity with data visualization tools and techniques

Proven ability to create documentation and training materials

Strong problem-solving skills and a growth mindset, focused on innovative solutions

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. The annual salary range for this position is $(phone number removed).

Company Information:
About Hinge Health

Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O'Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon.

Learn more at

What You'll Love About Us

Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn't available where you live.

Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

Modern life stipends: Manage your own learning and development

Diversity and Inclusion

We're committed to building diverse teams that reflect the communities we serve. Visit to learn more about what moves us.

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

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