Senior Solutions Architect

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