Customer Success Platform (CSP) Administrator - job 2 of 2

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Position Summary

We are seeking a Senior Customer Success Platform Administrator to lead the strategic configuration, optimization, and evolution of our CSP. This role is ideal for a proactive systems thinker who can translate business needs into scalable technical solutions, drive platform adoption, and continuously improve our digital customer success programs.

You will partner closely with Customer Success leadership, IT, RevOps, and Data teams to ensure the CSP supports our customer lifecycle strategy—from onboarding to renewal. You’ll also be responsible for identifying opportunities to enhance automation, data integration, and reporting capabilities.

Key Responsibilities

• Platform Strategy & Optimization
  • Serve as the subject matter expert and primary administrator for our CSP (Totango), aligning platform capabilities with business goals.
  • Recommend and implement enhancements to improve customer journey orchestration, automation, and segmentation.
  • Evaluate and pilot new features and tools to improve platform performance and user experience.
  • Design and implement AI-powered workflows to automate customer lifecycle touchpoints, including onboarding, adoption, and renewal.
  • Configure predictive health scoring models and churn risk alerts using behavioral and usage data.
• System Configuration & Management
  • Design, configure, and maintain SuccessBlocks, campaigns, and workflows to support onboarding, adoption, and retention.
  • Manage user roles, permissions, and data governance in compliance with security and privacy standards.
• Data Integration & Quality
  • Lead integration efforts between the CSP and systems such as Salesforce, Snowflake, Gong, and other business-critical platforms.
  • Ensure data accuracy, consistency, and availability for reporting and automation.
• Cross-Functional Collaboration
  • Partner with Customer Success, Sales, Product, and Analytics teams to align platform usage with strategic initiatives.
  • Act as a technical advisor to stakeholders, translating business requirements into scalable platform solutions.
• Reporting & Insights
  • Build and maintain dashboards and reports to monitor customer health, engagement, and risk indicators.
  • Provide actionable insights to drive proactive customer engagement and reduce churn.
• Enablement & Adoption
  • Develop training materials and lead enablement sessions to drive platform adoption across Customer Success teams.
  • Foster a culture of continuous improvement and data-driven decision-making.

Required:

• 4+ years of experience administering a Customer Success Platform (Totango, Gainsight, ChurnZero, etc.)
• Strong understanding of customer lifecycle management and digital customer success strategies
• Experience with CRM systems (Salesforce preferred) and data platforms (e.g., Snowflake, SQL, ETL tools)
• Proven ability to design and implement scalable workflows and automation
• Excellent problem-solving skills and ability to work independently in a fast-paced environment
• Strong communication and stakeholder management skills
• Bachelor’s degree in Computer Science, Business, Data Science, or related field

Preferred:

• Experience in SaaS or enterprise software environments
• Familiarity with customer journey mapping and behavioral segmentation
• Certifications in Totango, Salesforce, or related platforms
• Experience with AI-driven customer engagement tools is a plus

All your information will be kept confidential according to EEO guidelines. 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. 

** At this time insightsoftware is not able to offer employment sponsorship ** 

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.