Job Description:

Job Description:

Why Gainsight?

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

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 build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. 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. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named 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 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. 

The Customer Success Strategist is instrumental in helping customers maximize value from Gainsight’s solutions and serves as trusted partners and thought leader in Customer Success. You’ll work closely with cross-functional teams, including Customer Success Management, Professional Services, and Product, to ensure a seamless and impactful customer journey.

What you will do:

Serve as a trusted advisor to customers, guiding them on Customer Success best practices and ROI optimization.

Conduct strategic workshops and advisory sessions to uncover current state, provide relevant best practice recommendations to further maturity and respond to pain points identified.

Identify key customer motions that should be represented in the customer’s Gainsight instance to enable more efficient and effective collaboration and process execution.

Leverage Gainsight’s Value Realization Framework to help define success metrics, capture baselines, and negotiate targets to demonstrate delivery against desired strategic and operational outcomes.

Work closely with Change Management Teams to identify impactful process changes, end-user impacts, and WIIFM.

Collaborate with Professional Services, Customer Success and Account Managers to identify and mitigate / manage customer challenges, risks, and opportunities, ensuring high customer satisfaction and retention.

Document and share thought leadership (e.g., best practices, innovative solutions, market insights) across communities of CS Ops and Practitioners, including training teammates to apply this knowledge, ultimately enhancing collective expertise and consultative solutioning.

What we’re looking for:

Consultative Expertise and Customer Engagement: Demonstrated experience in engaging with senior stakeholders, providing strategic guidance and expertise in Customer Success best practices to drive operational optimization and maturity.

An advisor that can lead cross-functional workshops, synthesize input from multiple stakeholders, and map diverse lifecycle models to a unified standard to drive toward consensus.

Experience leveraging Value Realization Frameworks to identify north star metrics and core processes driving outcome delivery. 

Expertise in customer lifecycle design, success planning, health scoring, and communication governance.

A strategic thinker with deep experience in Customer Success and hands-on experience with Gainsight CS.

Exceptional interpersonal skills with the ability to inspire confidence and trust.

Strong written, verbal, and presentation skills; comfortable presenting complex concepts clearly, and articulating risk, effort, and impact.

Proven ability to work with Business Systems Analysts and Architects to articulate business requirements as well as communicate systems details to key stakeholders to clarify solutioning abilities.

Comfort navigating complex, matrixed organizations and aligning across multiple business units.

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 Gainster's love working here:

Why You’ll Love It Here

Your job shouldn’t stand in the way of your happiness—it should be a path 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.

Gainsters love working here for several reasons. Here are a few:

Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.

Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. 

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.

Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.

Our Wellness Priorities: Monthly Recharge Days that re-energize us.

Our Parody Videos: No explanation needed. Just watch them here!

Job Description Summary

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!