We’re building the AI-driven future of customer success, from retention to growth!

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

About This Role:

We’re looking for a full-time Senior System Administrator Analyst to join our IT team reporting to the Director, IT Operations. This role is a hybrid role based out of our Hyderabad, India location.

In this role, you’ll play a key role in supporting our Global IT operations by managing SaaS systems, driving automation, and implementing critical security tools to ensure seamless, secure, and efficient IT performance across the organization. This is a great opportunity for someone who thrives in a fast-paced, dynamic environment and enjoys working cross-functionally with teams such as IT, Security, and business operations. The ideal candidate brings strong skills in SaaS administration, automation, and IT security, along with excellent communication and problem-solving abilities.

What You'll Do:

• Act as a solutions architect and strategist for SaaS applications and services.

• Lead projects to audit and optimize the SaaS portfolio, focusing on security, permissions, automation, scalability, end-user experience, and license utilization.

• Collaborate with cross-functional teams to understand pain points and incorporate their feedback into strategic roadmaps

• Streamline our Identify & Lifecycle Management by integrating our SaaS applications with our identity provider.

• Rollout and manage MDM solution that allows us to automate and secure our devices.

• Find opportunities to integrate, automate and help our teams deliver their wonderful work as efficiently as possible

• Collaborate with our Security engineers to implement changes or mitigations that help in improving our security posture.

• Proactively manage OS and security patching across all endpoints and servers, ensuring compliance with organizational and industry standards

• Provide end-user support as needed and create documentation to promote self-service and self-help solutions..

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For:

• Graduate in Engineering (B.E. / B.Tech) with 7+ years of enterprise IT experience

• Deep expertise in Microsoft 365, Google Workspace (G-Suite), and Microsoft Azure

• Hands-on experience with IAM tools such as Okta, and device management platforms like Jamf, Kandji, and other SaaS Management solutions

• Proven ability to automate IT workflows using scripting, APIs, and AI-driven orchestration tools

• Strong track record in onboarding/offboarding automation and role-based access control (RBAC)

• Solid knowledge of macOS and Windows end-user environments and enterprise service desk technologies

• Working knowledge of LAN/WAN networking, VPNs, ISP infrastructure, and video conferencing solutions

• Skilled in implementing AI-powered tools for service desk automation, SaaS license optimization, and user lifecycle management

• Experience in tool evaluation and selection through stakeholder engagement and employee use-case analysis

• Collaborative, customer-focused mindset with a passion for continuous improvement and scalable IT solutions

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com.

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.