Customer Engagement Manager (Gainsight Focus)

RethinkFirst was founded in 2007 with a mission to provide scalable, evidence-based autism treatment training tools and caregiver supports to an underserved population. In 2010, Rethink launched its first solution, a suite of special needs and behavior management offerings, to support K-12 education. Over time, we expanded our offerings to support the entire behavioral health community by adding solutions in the employer (RethinkCare), provider (RethinkBH), and payor (RethinkFutures) industries, and to drive whole child wellness and success in education (RethinkEd). 

Today, we’re proud to have almost 500 team members working to support over 2,000 customers worldwide as we work together to support our communities and help every individual reach their potential. 

Over the past fifteen years, RethinkFirst’s mission has evolved to transform the behavioral health landscape by inspiring and empowering all individuals with behavioral health challenges and those who support them. We continue to focus on the future of transforming behavioral health through data science, analytics, and enabling value-based care. With patent-pending solutions and the largest published ASD dataset, RethinkFirst can focus on improving outcomes and having a positive impact on the millions of lives it supports. 

Overview:

We are seeking a highly skilled Gainsight Expert who specializes in designing, implementing, and optimizing NPS and behavior-based campaigns. The ideal candidate will have in-depth knowledge of Gainsight’s platform, the ability to leverage customer data to create and manage targeted campaigns, and strong data analytics skills to drive decision-making. This role is key to advancing our customer success strategy by utilizing Gainsight’s powerful tools to drive personalized, data-driven campaigns based on user behavior and interaction.

Key Responsibilities:

• Behavioral Campaign Design:
• Lead the creation and management of behavior-based campaigns in Gainsight, focused on customer engagement, retention, and lifecycle management.
• Develop strategies to track customer behavior, including product usage, engagement, and health scores, to trigger relevant campaigns and actions.
• Gainsight Expertise:
• Utilize Gainsight’s various features (Journeys, Playbooks, Health Scores, NPS, CTAs, etc.) to set up, monitor, and optimize campaigns.
• Work closely with the Customer Success, Product, and Marketing teams to ensure Gainsight is integrated with other tools and systems to create a seamless experience for customers.
• Data Analytics & Campaign Optimization:
• Leverage data analytics to measure campaign performance, identify trends, and derive actionable insights to enhance customer engagement and outcomes.
• Use A/B testing, segmentation strategies, and predictive analytics to improve campaign effectiveness and customer retention.
• Continuously monitor KPIs and analytics to optimize campaigns and report on campaign success to stakeholders.
• Customer Insights:
• Leverage data from Gainsight to gain insights into customer health, usage patterns, and behavior to tailor campaigns effectively.
• Develop a deep understanding of customer needs and behavior to help improve customer journeys and increase satisfaction.
• Collaboration:
• Work cross-functionally with other departments (Sales, Product, and Marketing) to align campaign goals and deliver a consistent message to customers.
• Act as the Gainsight platform subject matter expert, providing training and support to internal stakeholders as needed.
• Reporting and Communication:
• Create regular reports for leadership that track the success and impact of behavior-based campaigns.
• Communicate key findings and recommendations to stakeholders to ensure campaigns are aligned with broader business objectives.

Required Skills and Qualifications:

• Experience with Gainsight:
• Extensive hands-on experience with the Gainsight platform, including Journeys, Playbooks, Health Scores, NPS, and CTAs.
• Strong understanding of customer success workflows and how to apply them within the Gainsight platform.
• Behavior-Based Campaigns:
• Proven experience in creating, executing, and optimizing behavior-driven campaigns in customer success, marketing, or product management.
• Familiarity with data segmentation, predictive analytics, and customer journey mapping.
• Data Analytics Expertise:
• Strong proficiency in data analytics and the ability to analyze customer data to identify trends, behaviors, and opportunities for campaign optimization.
• Experience with data analysis tools (Excel, Tableau, etc.) and the ability to create data-driven strategies.
• Ability to translate data insights into actionable strategies for improving customer engagement and retention.
• Project Management:
• Strong project management skills, with the ability to prioritize and manage multiple campaigns and initiatives simultaneously.
• Ability to work independently and take ownership of projects, while collaborating effectively with cross-functional teams.
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to present data and insights clearly to both technical and non-technical stakeholders.
• Technical Proficiency:
• Experience with Salesforce or similar CRM systems.
• Basic understanding of SQL and data analysis tools (e.g., Excel, Tableau) is a plus.

Preferred Qualifications:

• Gainsight Certification (or equivalent) is a plus.
• Experience in SaaS, technology, or other fast-paced industries.
• Previous work in customer success or a related field, with a focus on behavior-based marketing and engagement strategies.

Benefits

• Generous health, dental, & vision benefits package 
• Flexible paid time off 
• 11 paid company holidays 
• 401k + matching 
• Parental leave 
• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.  

Location: Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IL, IN, KY, LA, MD, MA, MI, MN, MO, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI  

Our commitment to an inclusive workplace 

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. 

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