Senior Business Solutions Analyst / Scrum Master (Gainsight NXT)

Senior Business Solutions Analyst / Scrum Master (Gainsight NXT) 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. Company Benefits & Culture Inclusive and diverse work environment Opportunities for professional growth and development Comprehensive health and wellness benefits Appreciate your quick response and please feel free to reach me out for any query you may have. Thanks