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, Poland 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.

What You'll Do

• Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers

• Identify, deliver, and communicate ROI for our clients, throughout the customer lifecycle

• Serve as the customer’s trusted partner on use-case and Customer Success industry best practices

• Build relationships with key stakeholders in the customer’s organisation to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns

• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Gainsight is aligned with their priorities and goals

• Use Gainsight technology to capture customer goals, objectives and success metrics and to align with customers on success

• Work cross-functionally within Gainsight to identify opportunities and risks, and to present recommendations and solutions to the customer

• Serve as an important source for information regarding the customer’s business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership

• Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals

• Represent Gainsight as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities

What We're Looking For

• 3+ years of experience in Customer Success. Be sure to tell us about any Gainsight University or Pulse+ certifications or courses you have taken.

• Recent Gainsight experience is preferred

• World Class understanding of Customer Success concepts, best practices, and execution strategies

• Significant experience driving success with customers using complex products

• Expertise interfacing and communicating effectively with C-level executives, in order to understand their priorities, translate those to impactful objectives and discuss and drive program strategy and ROI, on an ongoing basis

• Ability to create structure in ambiguous situations, react promptly and appropriately to urgent situations and design and execute effective processes

• Experience collaborating with cross-functional teams (e.g. Sales, Product, Marketing, Services)

• Candidates must be currently based in England to be considered for this role

Private Medical Care - Enelmed:

As part of our commitment to your well-being, Gainsight offers comprehensive private medical care through Enelmed. Here's what you need to know:

Priority Client Status: Enjoy expedited visits and services with priority client status. Please note that this privilege applies to select doctor appointments and specializations within Enelmed.

Premium Package: All eligible teammates, including B2B teammates, are enrolled under the Premium Package, fully covered by the company.

Partner and Family Coverage: You have the option to include your partner or family members in the medical plan. If you cover 100% of your partner's expenses, Gainsight will cover the full cost. However, this benefit is exclusively for active teammates, and partners must commit to a minimum 12-month enrollment period.

Termination:

Your medical benefits will remain active until your Last Working Day (LWD).

If you wish to cancel your partner's coverage before the one-year commitment ends, you're responsible for payments until the 12-month period from the insurance start date concludes.

Multisport Card:

Gainsight encourages a healthy lifestyle through the Multisport Card program provided by Benefit Systems. Here's what you need to know:

Provider: The Multisport Card is facilitated by Benefit Systems, granting access to numerous fitness facilities within their network.

Benefits:

1. Gym Access: Enjoy access to various fitness locations under the Benefit Systems network with the Multisport Card, including the Open Card option for unrestricted access.

2. Payment Structure: Gainsight covers 70% of the card cost, with the remaining 30% deducted directly from your monthly salary.

3. Partner Enrollment: You can include your partner in the program, although parental coverage is not available. This benefit is applicable to both contractors and full-time employees.

4. Flexibility: Change your preferred fitness facility on a monthly basis for added convenience.

Termination:

If you leave Gainsight, your Multisport Card benefit, along with your partner's, will be discontinued.

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!