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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 or part-time Customer Advisor to join our Services team reporting to the Senior Director, Gainsight Advisory Services. This role is a remote role based in the United States. In this role, you’ll play a key role in helping customers unlock the full potential of our solutions by delivering strategic guidance, value assessments, and outcome-driven recommendations that advance their customer experience (CX) strategy.
This is a great opportunity for someone who thrives in a highly consultative, fast-evolving environment and enjoys working cross-functionally with prospective and existing customers, customer success, and leadership teams. The ideal candidate brings strong skills in customer success strategy, change management, and outcome-based consulting.
What You'll Do: Strategic Customer Engagement (70%) Partner with customers to understand their goals, identify high-impact use cases, and articulate a strategic path to realizing value through Gainsight solutions. Advise customer executives and success leaders on how to optimize their CS strategy for long-term success by leveraging the latest practices and innovative approaches. Develop and deliver strategic consulting engagements that enhance customer experience (CX) strategies, actively engage cross-functional stakeholders, and equip teams to maximize the value of Gainsight solutions.
Exhibit strong project management skills to manage multiple customer engagements simultaneously while ensuring timely and effective delivery. Lead workshops, innovation sessions, and roundtables with stakeholders to develop a roadmap of strategic workflows, define performance benchmarks, and document value realization goals.
Value
Realization & Adoption (15%) Deliver tailored value assessments, maturity reviews, and business cases aligned with customer priorities. Define baseline benchmarks and measurable KPIs to ensure alignment across the customer’s journey toward impact with Gainsight. Post-deployment, track, analyze, and benchmark value realization progress through customer performance reviews and optimization sessions.
Ensure cohesive narratives, connected use cases, and unified measurement of outcomes that reflect the customer’s broader business objectives.
Internal
Collaboration & Enablement (15%) Collaborate effectively with internal teams (sales, product, marketing, professional services, etc) to share insights and enhance customer offerings. Contribute to the development of repeatable frameworks, playbooks, and case studies to support customer-facing teams (i.e. Continuously refine and evolve our value analysis tooling to ensure teams are equipped with the latest methodologies and insights for driving consistent, high-impact customer value narratives.
Share best practices, insights, and tools to support scalable customer engagement and internal enablement. Proactively seek feedback and explore opportunities for enhancing customer experiences and internal processes.
Travel
Expectations 1 Customer-facing Onsite Monthly 1 Planning offsite Quarterly 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: 7+ years of experience in customer success and/or strategic consulting with a proven record of driving customer value and outcomes. Significant leadership experience in customer success roles, demonstrating the ability to guide teams and influence cross-functional initiatives that drive retention and growth. Proven experience leading research, analysis, and presentation of insights derived from customer learnings to inform strategies and drive improvements.
Domain expertise in one or more key functions of customer experience (e.g., customer support, onboarding, customer engagement, retention strategy) to provide tailored guidance and best practices to clients. Strong analytical and problem-solving skills, with the ability to interpret data and develop actionable recommendations. Excellent relationship-building skills with a customer-centric mindset, enabling effective engagement with stakeholders at various organizational levels.
Ability to challenge customers on the status quo
