Job Description
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 Solutions Architect to join our Professional Services team reporting to the Manager. This role is a remote role based in the USA.
In this role, you’ll play a key role in driving long-term customer success and product adoption for Gainsight by serving as a trusted technical advisor and optimizing clients’ Skilljar by Gainsight instances for scalability and impact post-implementation. This is a great opportunity for someone who thrives in a client-facing, solution-oriented SaaS environment and enjoys working cross-functionally with Customer Success, Product, and Engineering teams. The ideal candidate brings strong skills in solution design, technical configuration, and stakeholder management.
What You'll Do:
Understand the Skilljar product, its features, functions and recognize how they can be used to solve problems and create solutions for your customers.
Serve as a technical strategist to drive adoption and expansion for new and existing Gainsight clients.
Proactively manage customer relationships from sales handoff to successful implementation. Understand customer use cases and provide expertise on how Skilljar can be leveraged to meet and exceed these goals. Serve as the primary contact for all customer-facing support and service issues during implementation.
Lead discovery and requirement-gathering sessions to understand and document business needs.
Design and configure solutions based on best practices and client-specific goals.
Act as a project manager by setting implementation expectations, managing project plans in partnership with customer champion(s), leveraging executive stakeholder relationships if project success is at risk, and coordinating customer teams to drive success through implementation.
Build strong, trust-based relationships with clients, including technical and executive stakeholders.
Proactively identify risks or blockers and collaborate cross-functionally to resolve them.
Contribute to internal best practices, templates, and delivery frameworks.
Track project hours and maintain target utilization.
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 will require occasional travel for team meetings, training, or company events.
What We're Looking For:
3 to 6 years of experience in Professional Services, Implementation, Technical Consulting, or Enterprise SaaS implementation.
BA/BS degree (or equivalent combination of education and experience), required.
Experience managing multiple implementations simultaneously through the development and execution of multi-tiered launch strategies, or equivalent program deployments.
Possess a fundamental understanding of project management methodologies, including scoping, strategic consulting, issue & risk identification, and communication of overall project status.
Strong understanding of Customer Education principles and ability to translate business needs into scalable technical solutions.
Ability to utilize exceptional problem-solving skills to work through difficult challenges.
Strong knowledge of technical concepts to provide guidance with implementation and solutions to include familiarity with Single Sign-On, Salesforce, APIs, and other integrations.
Familiarity with agile and waterfall delivery methodologies.
Executive presence and confidence in communicating with both technical and business leaders.
Excellent communication, facilitation, and presentation skills.
Ability to thrive in a fast-paced, dynamic environment.
Nice-to-have skills or experience:
Prior experience with Skilljar and/or Gainsight CS
Programming experience using HTML, CSS, and Javascript is a plus.
Experience in a post-onboarding or ongoing account management role
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 $90,000 – $100,000 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.