Customer Advisor

About the role

We’re looking for a full-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.

Responsibilities

• 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.
• Drive value alignment across multiple products or solution areas. 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. QBRs, webinars, key insight slides) and that reinforce value realization efforts.
• 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.

Qualifications

• 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.
• Exceptional verbal and written communication skills, with demonstrated ability to deliver engaging presentations and articulate complex concepts to diverse audiences, including C-suite executives.
• Experience facilitating large working sessions and workshops with diverse stakeholders, fostering collaboration and ensuring productive discussions.
• 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, encouraging them to adopt innovative approaches while advocating for their needs.

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.
• 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.
• You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
• Our core values guide us and our mission to be human-first.
• We are committed to creating an inclusive, fair, and transparent hiring process.
• We offer a $10,000 lifetime fertility stipend and access to coworking spaces around the globe.

Pay

The starting base salary range for this role is $145,000 – $155,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location.

Schedule

This role will require occasional travel for team meetings, training, or company events.