Customer Success Operations Specialist (Gainsight Administrator)

Who Were Looking For

At ScalePad we hire thoughtful builders who want their work to matter. Our roles are designed for people who thrive on driving impact see ambiguity as an opportunity and believe that raising the bar is a team sport.

We dont bring people in to run playbooks. We hire people who want to rewrite them. And in this role youll get to do that while shaping the future of managed services for our global partners. (Thats what we call our customers.)

What is ScalePad

At ScalePad were building more than software; were building confidence and clarity for the people who manage the technology businesses rely on every day.

Our mission: help MSPs evolve into MVPs (their clients most valuable partner). Our tools turn them from reactive service providers into strategic advisors through a consistent scalable Customer Success motion.
Our product suite unifies risk insights client planning and service delivery so MSPs can have smarter conversations show clients their value and grow their revenue.

But our purpose goes beyond our software. Were creating a workplace where curious growth-minded people can do their best work where ideas are valued progress is shared and everyone belongs. Together were creating a future where MSPs dont just keep businesses running they help them thrive. We believe that when our partners succeed we all do.

With offices in Vancouver Toronto Montreal and Phoenix and a global-first mindset. ScalePad has grown into a category leader trusted by 12000 partners across 60 countries. Weve been recognized for our products and corporate culture by MSP Today G2 and Great Place to Work to name a few.

About The Role

Make Gainsight the trusted operating system that drives our post sales success

As our Customer Success Operations Specialist youll own the hands-on delivery of Gainsight CS across Customer Success Onboarding / Professional Services and Support. . This is a builders role within our broader Revenue Operations organization working directly with the CS Operations Lead to turn prioritized business needs into solutions that scale.

Youll work deeply in Gainsight Rules Engine Data Designer Journey Orchestrator Scorecards Success Plans CTAs and playbooks while keeping data flowing reliably across HubSpot Zendesk and Databricks. Youll also extend our stack through APIs n8n and AI-assisted automation.

When something doesnt look right youre the person who gets under the hood finds the root cause and fixes it for good.

If you love turning business problems into thoughtful technical solutions and seeing what you build directly improves how customer-facing teams work youll thrive here.

What Youll Own

Get ready to go beyond order-taking. Your strategic responsibilities include:

• Take a validated prioritized requirement and decide the technical approach: gather the detail from the functional team choose the approach and recommend the build inside the target-state architecture.
• Draft the technical design tables rules data flows trigger logic for the Senior Manager to approve. Everything inside the existing architecture is yours to design and ship; architecture changes new objects and large modifications go through change-management review together.
• Be the technical voice in scoping and discovery sessions: feasibility effort options and risks so decisions get made with the real constraints on the table.
• Estimate and phase realistically and raise risks and blockers early rather than at the deadline.

• Own Gainsight CS configuration end to end: Rules Engine Data Designer CTAs and playbooks health scores and scorecards Success Plans layouts and platform upgrades.
• Build and maintain Journey Orchestrator programs outbound journeys email templates audiences triggers and frequency guardrails.
• Configure playbook content and CTA trigger criteria so every signal has an owner and an expected action.
• Own the reports and dashboards the CS org runs on day to day including what belongs on them: dashboards that tell a rep or a team lead where to spend their time not everything we happen to have data for. You supply the numbers behind leaderships adoption and outcome reporting; you dont carry that narrative.
• Build the integrations that feed the stack CRM Gainsight Zendesk Gainsight and the Databricks data flows to the integration strategy CS Ops leadership agrees with RevOps and the data team.
• Extend the platform where native features run out: API-based workflows n8n automations and AI-assisted scripting.
• Protect system integrity: say whats technically possible push back on hacks that create tech debt or ungoverned fields and propose the durable version instead. Wed rather hear not like that but heres how than get a workaround.

• Own the release: sandbox testing cutover data validation and a rollback plan youd actually be willing to use.
• Own the documentation that ships with every launch what changed how it works and what to do when it doesnt alongside the standing system documentation: configurations data dictionaries and integration maps. Process documentation stays with the teams who run the process; you make sure the technical picture behind it is accurate.
• Partner with the Senior Manager CS Operations and our Enablement team on launch training: you bring the substance and the walkthrough they run the room.
• Watch the weeks after go-live not just the go-live: monitor programs and data in production and close the loop on what needs fixing.

• First line for the system is broken and the data looks wrong: diagnose to root cause apply a permanent fix and document what happened.
• Own the ongoing health of the integrations and syncs catch failures before stakeholders do and own data hygiene across the CS stack.
• Maintain the support-data layer in Gainsight ticket signals sentiment priority volume and the datasets the wider team builds on.
• Own the AI layer of the stack: data readiness agent configuration and maintenance platform AI features and the guardrails around them.
• Turn around small field-level asks quickly a missing field a filter change where they sit inside a project thats already approved. New work arrives scoped and prioritized through CS Ops intake; requests that land on you directly get routed there rather than quietly absorbed.
  
  

What were looking for

We care about what you can do more than where youve done it. However experience in the following areas will help you hit the ground running in this role:

Must-have

• Gainsight CS 2 years hands-on administration in a SaaS environment: Rules Engine Data Designer Journey Orchestrator Scorecards Success Plans CTAs and playbooks. Gainsight certification is a plus
• Demonstrated ability to take a scoped project and deliver it independently estimating realistically testing before deploy and flagging risk early rather than at the deadline.
• Working knowledge of APIs data mapping and SQL; comfort reasoning about data structures and joins.
• Experience integrating multiple systems CRM support and data warehouse and debugging when they disagree. Our CRM is HubSpot; Salesforce integration experience transfers directly and we dont expect prior HubSpot exposure.
• Strong troubleshooting instincts: you enjoy untangling data discrepancies and tracing behaviour to a root cause rather than patching symptoms.
• Comfort gathering requirements directly from the people wholl use the thing asking the questions that surface what they actually need not just what they asked for.
• Clear written communication and documentation habits. You can explain a technical constraint to a non-technical stakeholder without losing them or oversimplifying.

Additionally valued

• Zendesk familiarity the support integration and support datasets sit with this role and admin-level Zendesk experience (triggers automations views macros SLAs) is a bonus rather than a requirement.
• Databricks Snowflake or comparable data warehouse experience and comfort with SQL against it.
• iPaaS and scripting: n8n Workato Make ; Python or JavaScript.
• Practical AI usage in an ops context agents prompt design human-in-the-loop design and evaluating output quality before trusting it.
• Governance mindset: permissions PII handling change control incident response rollback strategies.
  
  

Perks

ScalePad offers our employees a blend of purpose growth and genuinely great perks.

• Everyones an owner. Share in our success through our Employee Stock Ownership Plan (ESOP) and RRSP matching.
• Support for growing families. Parental leave programs are in place to support you and your family when it matters most.
• Structured mentorship with builders. Join opt-in mentorship programs and learn directly from founders and senior leaders whove scaled multiple SaaS ventures and spent decades in the MSP industry.
• Invest in your growth every year. Access an annual professional development budget to level up your skills your career and your impact.
• Set yourself up with great tools. Work with brand new top-of-the-line hardware and equipment so you can do your best work whether youre at home or in one of our hubs.
• Modern ways of working. Roles at ScalePad are structured as remote or hybrid with hub locations in Vancouver Toronto Montreal and Phoenix. Specific work models are outlined in each posting.
• Support for hybrid life. Receive a monthly stipend to help you create an effective hybrid or remote work environment.
• Well-being and time to recharge. Take care of yourself with 100% employer-paid benefits.
  
  

Before You Apply

This is a full-time role for those who are eligible to work in Canada or the United States. We thank all applicants for taking the time to apply but only candidates who make it to the next stage will be contacted.

Note on AI Use: ScalePad uses AI technology to support certain administrative aspects of our hiring process such as transcription note-taking and interview documentation. These tools are strictly used to assist our team and have no influence on candidate evaluation or hiring decisions.

No recruiters please.

Required Experience:

Senior IC