Job Description:
Why Gainsight?
At Gainsight, our mission is to be living proof you can win in business while being human first.
Our industry-leading platform helps companies of all sizes and industries achieve durable growth through customer-led growth strategies (Gainsight CS), product-led growth strategies (Gainsight PX), and community-led growth strategies (inSided). With Gainsight, it’s never been easier for customer success, product, and community engagement teams to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow customer communities. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box.
Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition for our product and engineering advancements.
A remote-friendly company, we have offices in the US, UK, Netherlands, Israel, and India. Gainsight was certified as a Great Place to Work in 2021. It has also been named as one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.
With diversity and inclusion at the forefront of our core values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
As a Senior Solutions Architect, you’ll be a technical consultant working closely with new and existing Gainsight clients to ensure their usage of Gainsight follows best practices, maximizes adoption, and plans for scalability. You’ll be a key technical and business consultant responsible for expanding the depth and breadth of Gainsight with your customers to ensure long-term success. From a business standpoint you’ll help clients define and implement best practices around Customer Success solutions. From a technical standpoint you’ll ensure their Gainsight instance is configured following best practices and reduces technical debt. This position requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable interacting with customers, leading projects, and driving outcomes.
Job Responsibilities:
Work independently or as part of a small team to implement new customers and set them on a journey for success and scalability with the Gainsight product
Assist existing customers with enhancing or expanding their current implementation of Gainsight
Lead business and technical design workshops around our customers’ Customer Success processes and create scalable, sustainable solutions following Gainsight best practices
Responsible for ensuring scalability of solutions and reducing customer technical debt
Drive Client Outcomes - Monitor product adoption, customer habits, and configuration iterations
Be responsible for tracking and reporting your hours and achieving a utilization target
What We're Looking For:
Hands-on 5+ years of recent Professional Services/Enterprise Product Implementation or related experience is required, SaaS experience is preferred
Solid technical skills and aptitude are required. Technical areas such as CRM, relational databases, data integration processes (querying, joining, and transforming large complex datasets), Salesforce.com, and various SaaS platforms are considered relevant
3+ years of experience working in a Customer Success role (CSM, CS Ops, etc.), preferably using Gainsight as a Customer Success Platform.
Sound interpersonal and presentation skills with strong verbal and written communication
Ability to work and stay connected with various internal and external cross-functional teams
Ability to multi-task in a high-volume work environment and meet multiple deadlines
Existing GS Admin experience not required but considered a significant benefit to those applying
Additional Skills
Passion for Gainsight Values of Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friend
Thrive in a fast paced environment with ability to prioritize and multi-task
Resourcefulness, creativity and strategic thinking for troubleshooting problems
Self-motivated and directed; Fast learner
Strong English communication and documentation skills
Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
Strong attention to detail and documentation
Comfortable in supporting and working with global customers across many time zones
Why You’ll Love It Here
Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.
Here are our 5 core values:
Golden Rule: We try to practice the Golden Rule by exercising reliability, trust and giving back to each other and our community.
Success for All: We believe in success for our stakeholders—whether our teammates, clients, or shareholders—comes with a sincere focus on continuous learning, selfless teaching, and making a difference in each other’s lives.
Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism, and laughter into everything that we do.
Shoshin: We believe in a beginner’s mind. Don’t surround yourself with people like you--diversity breeds creativity.
Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is to think more, not do more.
Some other reasons that Gainsters love working here:
Our Customers: 700+ happy customers. ‘Nuff said.
Our Pulse Community: Some of the brightest and nicest professionals, colleagues, and friends make up our 20k+ strong Pulse community.
Our Gainsters: 1200+ (and growing!) smart and friendly teammates around the world.
Our Pulse Impact program: We are committed to advancing an equitable, human-first industry culture by addressing professional barriers to success and promoting an inclusive community that reflects the diverse world around us.
Our Parody Videos: No explanation needed, just watch them here!
By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a high-growth company and have loads of fun doing it. Come join us!
Job Description Summary
As a Senior Solutions Architect, you’ll be a technical consultant working closely with new and existing Gainsight clients to ensure their usage of Gainsight follows best practices, maximizes adoption, and plans for scalability. You’ll be a key technical and business consultant responsible for expanding the depth and breadth of Gainsight with your customers to ensure long-term success. From a business standpoint you’ll help clients define and implement best practices around Customer Success solutions. From a technical standpoint you’ll ensure their Gainsight instance is configured following best practices and reduces technical debt. This position requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable interacting with customers, leading projects, and driving outcomes.
