Customer Success Representative

Job Location (Short): Bogotá, D.C., Colombia | Rio de Janeiro, Brazil | São Paulo, Brazil

Workplace Type: Remote

Req Id: 3228

Responsibilities

We are seeking a Customer Success Representative to join the Customer Success Operations (CS Ops) team with a focus on Gainsight administration. This role designs, implements, and optimizes Gainsight capabilities that improve operational efficiency and customer success at scale. The consultant will partner with internal teams and CSMs to configure and sustain Journey Orchestrator, Scorecards, CTAs, Playbooks, Rules Engine, Dashboards, Data Designer, and emerging AI capabilities that support engagement, retention, and data-driven decision-making.

Key Responsibilities

Consulting & Solution Design

• Design and implement Gainsight solutions aligned to CS Ops objectives and customer success operating models.
• Translate business needs into scalable Gainsight configuration, workflows, reporting, and automation requirements.
• Advise internal stakeholders on practical approaches that improve adoption, governance, and usability.
  
  

Gainsight Feature Configuration & Administration

• Configure and maintain Journey Orchestrator, Scorecards, CTAs, Playbooks, Dashboards, and reporting assets.
• Build, maintain, and troubleshoot Rules Engine logic to support automation, data transformations, alerts, and operational workflows.
• Use Data Designer to model, join, transform, and prepare datasets for dashboards, health scoring, AI readiness, and operational insights.
• Configure and support Gainsight AI capabilities where applicable, including AI-assisted summaries, recommendations, prioritization, and workflow enablement.
• Maintain quality standards for naming, documentation, validation, change control, and configuration governance.
  
  

Operational Excellence & Strategy

• Optimize CS workflows, health score processes, customer journeys, renewal-related touchpoints, and operational playbooks.
• Monitor customer health, automate insights, and improve data accuracy across Gainsight and connected systems.
• Standardize CS metrics, reporting practices, business rules, and process governance across teams and segments.
  
  

Customer Engagement & Reporting

• Lead creation of dashboards and reports that provide actionable insight into customer health, engagement, risks, and success motions.
• Partner with stakeholders to refine reporting requirements, define source-of-truth logic, and improve self-service visibility.
• Support communications and enablement so CSMs can interpret Gainsight outputs and act on them consistently.
  
  

Cross-Functional Collaboration

• Collaborate with Sales, Customer Success, Product, Data, and CRM teams to ensure Gainsight is fully leveraged within CS Ops.
• Partner with CRM and Data teams to support Salesforce, Snowflake and related integrations, data flow, access, and field mapping requirements.
• Coordinate with business owners to evaluate enhancements, prioritize backlog items, and manage change impacts.
  
  

Technical Expertise & Continuous Improvement

• Provide advanced Gainsight administration, troubleshooting, documentation, and user support.
• Identify opportunities to simplify configuration, reduce manual effort, strengthen governance, and improve experience for end users.
• Support testing, release readiness, and adoption of new Gainsight capabilities, including AI-enabled workflows and analytics.
  
  

Education / Qualifications

• Experience in Customer Success, solution consulting, CS Operations, or a related operations role, with hands-on Gainsight experience.
• Experience configuring and optimizing Gainsight features such as Journey Orchestrator, Scorecards, CTAs, Playbooks, Rules Engine, Dashboards, and Data Designer.
• Working knowledge of CS Ops metrics, customer health frameworks, automation design, workflow governance, and reporting best practices.
• Comfortable partnering cross-functionally with CS, Sales, Product, IT, CRM, and leadership stakeholders to translate needs into scalable operational solutions.
• Ability to document processes, manage configuration quality, troubleshoot issues, and communicate clearly with technical and non-technical audiences.
  
  

Preferred Certifications & Experience

• Gainsight Administrator Certification preferred.
• Experience supporting Gainsight AI capabilities, data quality practices, and AI-ready operational datasets preferred.
• Experience with Salesforce-connected CS workflows, customer health models, renewal readiness reporting, and operational governance preferred.
  
  

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.