Job Overview:

Lexia is seeking an experienced Gainsight Product Owner to support and deepen the adoption of Gainsight on theLexia Customer Success Team. In this capacity, the Gainsight Product Owner will maintain a product roadmap that includes refining existing structures built for high touch customer segment and in building out a digital CS strategy to support our curriculum and professional learning products.

Location: Remote, USA

Job Responsibilities:

Gather requirements, develop a plan, build and configure:

• Survey and interview a cross-functional team including members from customer success, research, marketing, and sales operations teams to learn our business needs and build a comprehensive solution that supports those needs
• Set up data integrations between our selected customer success tool and other systems (Qualtrics, Salesforce, Product Data)
• Design workflows, processes, dashboards, and business rules that analyze customer data, and trigger actions that allow Customer Success Managers to engage more proactively with customers
• Collaborate with research and sales operations teams to help identify the sources, metrics, frequency, and granularity of data
• Collaborate with business analysts, success management leaders to evolve our customer health score reflective evolving data sources.
• Partner with the project manager to build a robust project plan and identify which processes to rollout and when
• Build, implement and manage Gainsight roadmap aligned to strategic objectives of customer success team.

Manage ongoing tasks and documents:

• Intake requests from various teams and prioritize roadmap given internal Gainsight Admin resources and contract Gainsight TAM support.
• Coordinate and collaborate with technical teams SFDC, research, marketing operations on an ongoing basis to accomplish items on Gainsight roadmap.
• Monitor Gainsight system performance, data integrity, and user activity to make recommendations on license utilization and continuous improvement of Gainsight product feature usage and license utilization.
• Supervise Management of user accounts, groups, and security settings
• Support Gainsight Administrator and Gainsight leads with recommendations for workflow efficiencies through the development and adoption of best practices and standardized procedures in Gainsight.
• Work with business analysts and CS leadership to design strategic dashboards to focus CS team attention on essential leading and lagging indicators essential for retention and expansion.
• Available to enableCustomer Success Management leaders with technical questions as they roll out additional processes or functionality.
• Work with business analysts and CS leadership to design strategic dashboards to focus CS team attention on essential leading and lagging indicators essential for retention and expansion.
• In collaboration with the customer marketing team, set up and maintain targeted and ongoing customer communication campaigns; Create new ones and end non-recurring campaigns in
• Compile and report on customer feedback metrics in collaboration with the research team
• Collaborate with CS operations teams to create workflow mappings and process documentation
• Manage Gainsight Administrator

Job Requirements:

• Minimum of a Bachelor's degree or equivalent experience
• 3 years of experience with Customer Success Software administration experience (Certified Gainsight Administrator preferred)
• Experience building digital CS program at other SaaS technology businesses.
• 1 year of Salesforce configuration and administration experience (preferably)
• Proficiency with object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
• Knowledge of customer success business function, including key metrics, processes, and general best practices to drive operational excellence
• Strong ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Proven success designing/building technical solutions and creating technical documentation
• Understanding of data management principles/query language
• Proven project manager with excellent verbal and written communication skills
• Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Ability to manage competing priorities and shift focus when necessary
• Self-starter who takes the initiative to bring solutions to a complex problem
• Exceptional attention to detail, especially as it relates to change management and releases of system improvements/updates
• Comfortable navigating ambiguity and tight deadlines
• Excellence in providing end-user support
• Confidence in advocating for best practice

To learn more about our organization and the exciting work we do, visit

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.