We’re building the AI-driven future of customer success, from retention to growth!

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

About This Role:

We’re looking for a full-time Senior Solutions Architect to join our services team reporting to the Senior Manager, Technical Delivery. This role is a remote role based in the United States.

In this role, you'll play a critical role in ensuring existing Gainsight clients maximize the value of their investment by serving as a lead technical consultant deeply embedded within their account team. You will be responsible for driving the technical strategy and ensuring your customers' usage of Gainsight follows best practices, maximizes adoption, and plans for long-term scalability.

This is a great opportunity for someone who thrives in a customer-facing, consultative environment and enjoys working long-term, cross-functionally with account teams, including Customer Success Managers, Sales, and Solutions Consultants, to drive customer outcomes. You will also serve as an escalation point and mentor for other team members.

The ideal candidate brings expert skills in technical consultation, complex problem-solving, and strategic advisory.

What You'll Do:

• Be responsible for nurturing existing Gainsight customers to increase adoption and expansion via technical strategy.

• Work in tandem with the Customer Success team and drive technical initiatives to achieve customer outcomes.

• Develop and Integrate yourself into your customers' operations team to support Gainsight.

• Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those details in a thorough and interpretable fashion.

• Ensure their Gainsight instance is configured following best practices to fit business needs and plans for scalability.

• Configure the Gainsight community and education platforms per the desired specifications and conduct enablement sessions to the customer's key stakeholders.

• Establish strong rapport and manage expectations with client & stakeholders on an ongoing basis.

• Proactively identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution.

• Maintain a deep understanding of Customer Success to be a trusted thought leader and advisor with your customers.

• Work with the product team to stay ahead of future enhancements to Gainsight's products.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role may require occasional travel for team meetings, training, or company events.

What We're Looking For:

Must-have skills or experience:

• 5-8+ years of recent Professional Services/Enterprise product implementation or related experience, and a BA/BS degree (or equivalent combination of education and experience), required. SaaS experience is preferred.

• Deep technical skills and aptitude are required - expert-level knowledge of CRM, databases, data integration processes, Salesforce.com, and various SaaS platforms are considered relevant.

• Deep understanding and implementation experience with Web services, APIs and Webhooks.

• Proven ability to lead complex requirement gathering sessions and develop strategic technical roadmaps by actively listening and asking probing questions.

• Demonstrated executive presence and confidence in communicating with technical, business, and senior leader stakeholders.

• Exceptional communication, presentation, consultative and leadership skills.

• Experience in working with highly complex, multi-divisional, multi-geographical customers.

• Demonstrated ability to create structure in ambiguous situations and design effective processes.

• Capability to be dynamic and adapt quickly in a fast-paced environment.

Nice-to-have skills or experience:

• SFDC experience/certification is a plus.

• Hands-on 3+ years of JavaScript, HTML, and CSS.

• Mobile development is a plus.

• Experience troubleshooting SSO-related issues.

• Prior experience mentoring junior team members or acting as a team lead.

• Experience with enterprise-level data architecture and strategy

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $100,000 to $122,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

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

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

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

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.