Principal Business Systems Architect – Customer Success Systems

Role Overview

• As Saviynt enters its next phase of growth, we are seeking a strategic and execution-oriented Principal Business Systems Architect to lead the design, architecture, and optimization of our Customer Success systems ecosystem.
• This role operates at the center of the Customer Office, Enterprise Systems, Data, and Organizational Change. You will lead the architecture and evolution of Gainsight and related GTM platforms, building scalable processes, strong data foundations, intelligent automation, and measurable business impact. This position reports to the Director of Business Systems Operations.
• You will act as both system architect and program leader — translating business strategy into technical solutions while driving enterprise-grade deployments, adoption, and governance across global teams.
• Own the CS Systems Stack
• Lead architecture and roadmap for Gainsight and its integrations (CRM, BI, support tools).
• Design scalable lifecycle workflows (onboarding → adoption → renewal → expansion).
• Ensure clean data, strong governance, and reliable reporting.
• Build Automation That Drives Retention
• Configure and optimize Gainsight (rules engine, scorecards, CTAs, dashboards).
• Create health models that actually predict churn.
• Build automation that reduces manual CSM work.
• Deliver self-serve analytics for CS and GTM teams.
• Drive Systems Innovation
• Evaluate and implement emerging tools (including AI-driven solutions) to enhance customer engagement, productivity, and decision-making.
• Identify opportunities to embed AI into workflows (risk detection, forecasting, summarization, task automation).
• Continuously assess the CS tech stack and recommend improvements to increase efficiency and scale.
• Partner with IT and Operations Analytics teams to pilot and operationalize new technologies.
• Translate Strategy into Systems
• Partner with CS leadership to define processes and KPIs.
• Turn business requirements into scalable system design.
• Lead rollouts of new tools and process changes.
• Drive adoption across global teams.
• Raise the BarContinuously improve systems, workflows, and reporting.
• Establish best practices and documentation that scale with growth.
• Stay ahead of industry trends in Customer Success technology and AI.

Requirements

• 7+ years in Business Systems, CS Ops, or RevOps in a SaaS environment.
• Deep hands-on Gainsight experience (architecture, automation, reporting).
• Strong understanding of retention metrics (NRR, GRR, churn, adoption).
• Experience integrating Gainsight with CRM (Salesforce preferred) and other tools (snowflake, Tableau, BI, Staircase, Matik etc)
• Ability to operate independently in a fast-moving environment.
• Strong problem-solving and stakeholder management skills.

Tech Stack

• Tableau