Job Description:

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.

As a Lead Solutions Engineer, 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.
• Prior experience with ETL tools is a plus
• 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 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!