Senior Business Solutions Analyst / Scrum Master (Gainsight NXT)

Request ID: 97612-1
Title: Senior Business Solutions Analyst / Scrum Master (Gainsight NXT)
Locations: San Jose, CA
Duration: 06+ Months with Possible Extension.
Pay Range: $50-$58/Hour on W2/C2C (All inclusive)

We are seeking an experienced Senior Business Solutions Analyst / Scrum Master to join the Customer Success Management (CSM) Technology team. This role will serve as a delivery leader, business systems expert, and team lead, responsible for driving scalable solutions on the Gainsight NXT platform, managing cross-functional teams, and enabling AI-driven customer success capabilities.

The ideal candidate will have strong hands-on experience with Gainsight NXT administration, business process design, enterprise system integrations, agile delivery, and customer success technology platforms. This role will lead a team of 6 10 members while partnering with business and technical stakeholders to deliver impactful solutions.

Required Skills & Experience:

• 7+ years of experience in Business Systems Analysis, Solution Design, Business Architecture, or Enterprise Applications.
• Strong hands-on experience with Gainsight NXT, including:
  • Platform configuration and administration
  • Data model optimization
  • Rules Engine
  • Workflows
  • Playbooks
  • CTAs (Calls to Action)
  • Success Plans
  • Dashboards and reporting
• Experience integrating Gainsight with enterprise systems such as:
  • Client Dynamics
  • Azure
  • Databricks
  • SnapLogic
  • CRM platforms
  • Data warehouse systems
• Strong understanding of:
  • Enterprise data models
  • Business process design
  • System integrations
  • Data quality management
• Experience leading and mentoring Agile teams of 6 10 members.
• Strong experience as a Scrum Master / Agile Team Lead managing sprints, ceremonies, delivery timelines, and stakeholder communication.
• Excellent analytical, problem-solving, and communication skills.
• Experience working in SaaS, enterprise software, or customer success technology environments.

Key Responsibilities:

Gainsight Platform Leadership

• Own the design, configuration, and administration of the Gainsight NXT platform.
• Optimize Gainsight capabilities to support customer lifecycle management, customer health scoring, engagement workflows, and business outcomes.
• Design and implement scalable solutions using CTAs, playbooks, success plans, dashboards, and automation rules.

Integration & Data Management

• Partner with technical teams to integrate Gainsight with upstream and downstream enterprise systems.
• Ensure data accuracy, governance, and availability for actionable customer insights.
• Support data model enhancements and reporting improvements.

Team Leadership & Agile Delivery

• Lead, coach, and mentor a cross-functional team of 6 10 members.
• Drive accountability, delivery excellence, and continuous improvement.
• Facilitate Agile ceremonies including sprint planning, stand-ups, retrospectives, and backlog refinement.

Business Analysis & Solution Design

• Translate business requirements into functional and technical designs.
• Document workflows, system specifications, and solution architectures.
• Collaborate with business stakeholders to identify opportunities for process improvements.

AI & Process Innovation

• Drive adoption of AI-driven solutions within Customer Success Management.
• Enable predictive insights, automated workflows, sentiment analysis, and customer health intelligence.
• Identify opportunities to improve operational efficiency through automation.

Preferred Skills:

• Gainsight NXT certification or equivalent hands-on experience.
• Experience with Customer Success platforms and SaaS business models.
• Knowledge of AI automation, analytics, and predictive modeling.
• Experience with middleware/iPaaS platforms such as SnapLogic.
• Strong understanding of CRM platforms and enterprise application ecosystems.

• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits