Scrum Master (Customer Success Management)

Customer Success Management

Sr. Business Solutions Analyst / Scrum Master

We are seeking an experienced and motivated Senior Business Solutions Analyst (BSA), and a Team Lead, to join our Customer Success Management (CSM) technology team. This position will lead a cross-functional team of 6–10 members, serving as both a delivery leader and business systems expert. The role will focus on enabling scalable solutions on the Gainsight NXT platform, integrating with enterprise technologies, and advancing the adoption of AI to enhance the customer success experience.

Key Responsibilities

•              Lead the design, configuration, and administration of Gainsight NXT: Own the platform end-to-end, including rules engine, workflows, playbooks, CTAs, success plans, dashboards, and data model optimization. Ensure Gainsight is leveraged effectively to enable proactive customer engagement, lifecycle management, and measurable business outcomes.

•              Drive platform integration and data management: Partner with business and technical stakeholders to integrate Gainsight NXT with upstream and downstream systems (e.g., Microsoft Dynamics, Azure, Databricks, SnapLogic) ensuring data quality, accuracy, and actionable insights..

•              Team Leadership: Mentor, coach, and manage a team of 6–10 members, building accountability, ownership, and continuous improvement in delivery velocity and quality.

•              Business Analysis & Solution Design: Translate complex business requirements into functional and technical designs, process workflows, and system specifications.

•              Process Innovation: Define, document, and implement scalable Customer Success business processes such as customer health scoring, playbooks, lifecycle automation, and sentiment analysis.

•              AI Enablement: Lead adoption of AI solutions in the CSM space, including predictive insights, automated escalation triggers, and advanced analytics.

•              Stakeholder Engagement: Coordinate cross-functional meetings, ensure alignment on milestones and deliverables, and maintain transparency across all stakeholders.

•              Continuous Improvement: Identify opportunities for efficiency and best practices; introduce new features, tools, and agile methods that increase productivity and team performance.

Required Skills:

•              Hands-on expertise with Gainsight NXT: Deep understanding of the platform’s data model, configuration, and administration. Proven ability to design and implement rules, workflows, playbooks, success plans, CTAs, and dashboards. Experience integrating Gainsight with CRM, middleware, and data warehouse platforms.

•              7+ years of experience in business systems analysis, solution design, or business architecture, preferably within SaaS or enterprise software organizations.

•              Strong technical knowledge of enterprise systems, including Microsoft Dynamics, Microsoft Azure, Databricks, SnapLogic, or similar middleware/iPaaS platforms.

•              Deep understanding of complex data models, business process design, and cross-system integrations.

•              Excellent leadership, coaching, and mentoring skills, with the ability to guide high-performing agile teams.

•              Proven analytical and problem-solving skills with the ability to balance short-term delivery requirements and long-term strategic planning.

•              Outstanding written and verbal communication skills, including the ability to present to both technical and non-technical stakeholders.

•              Forward-looking perspective with interest and experience in AI-driven automation and analytics in Customer Success.

•              Experience as a Scrum Master or agile team leader, with demonstrated success in running multiple sprints and delivering complex business initiatives, is a plus.