Job Description:

Why Gainsight?

At Gainsight, our mission is to be living proof you can win in business while being human first. Our values — Golden Rule, Success for All, Child-like Joy, Shoshin, and Staying Thirsty — guides us towards that mission.  

Gainsight is the leader in customer success and product experience software. The Gainsight Customer Cloud offers everything your business needs to retain customers and drive growth in the age of the customer. As the first cloud of its kind, Gainsight brings together the required technologies to deliver a superior post-sale experience, ensuring customers easily adopt products they’ve purchased and achieve their desired business outcomes in partnership with their vendor. Gainsight joined the Vista Equity Partners portfolio in 2020.

Leading companies such as LinkedIn, Adobe, Tableau, Splunk, and Box choose Gainsight culminating in our recognition as one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America and EY’s Entrepreneur of The Year. The company has offices in California, Phoenix, St. Louis, London, and India. Gainsight is a remote-friendly workplace. Gainsight was recognized as one of the Best Work-From-Home companies in 2021. 

With diversity and inclusion at the forefront of Gainsight’s core values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. By joining the Gainsight team, you’ll be playing a significant role in our growth, having an opportunity to put your fingerprints on our next phase of scale and customer impact, giving you the opportunity to apply and grow your expertise.

Job Description

The Director of Advisory Services will be instrumental in leading and shaping the strategic advisory team to deliver exceptional guidance, insights, and best practices to our clients. In this role, you’ll focus on helping clients maximize value from Gainsight’s solutions, positioning our Advisory Services team as trusted partners and thought leaders in Customer Success. You’ll work closely with cross-functional teams, including Customer Success Management, Professional Services, and Product, to ensure a seamless and impactful client journey.

What you will do:

Leadership & Strategy

• Deliver world-class, consultative insights and recommendations for Gainsight’s clients.

• Develop, execute, and continuously improve the strategic vision for the Advisory Services practice, ensuring alignment with Gainsight’s overall business objectives.

• Drive the adoption and maturity of Customer Success practices across a diverse client base.

• Collaborate with executive leadership to refine service offerings, packages, and go-to-market strategies for Advisory Services.

Client Engagement & Value Delivery

• Serve as a trusted advisor to clients, guiding them on Customer Success best practices, product adoption strategies, and ROI optimization.

• Conduct executive business reviews, strategic workshops, and advisory sessions to provide actionable insights, best practices, and measurable success plans.

• Work closely with Customer Success and Account Managers to identify client challenges, risks, and opportunities, ensuring high customer satisfaction and retention.

Operational Excellence

• Establish scalable processes and frameworks that enhance the Advisory Services team's efficiency, quality, and impact.

• Develop key performance indicators (KPIs) and metrics to measure and report on the success of Advisory Services engagements, including NPS, retention, and ROI metrics.

• Lead team training, onboarding, and development initiatives, fostering a culture of continuous learning, innovation, and excellence.

Collaboration & Alignment

• Partner with the Customer Success, Professional Services, Sales, and Product teams to align client engagement strategies and drive integrated, consistent, high-quality client experiences.

• Provide thought leadership and feedback on product development based on client needs, trends, and emerging challenges within the customer success landscape.

• Represent Gainsight as an industry expert in Customer Success, contributing to thought leadership materials, webinars, conferences, and industry panels.

 

What we’re looking for:

• Experience in Building and Scaling Functions: 10+ years in Customer Success, Professional Services, or Management Consulting, with extensive experience in founding or scaling an advisory or consultative function within a high-growth or startup environment. A demonstrated ability to define and execute a strategic vision for Advisory Services from the ground up is essential.

• Strategic Vision & Execution: Proven track record of developing and executing scalable service models, strategic frameworks, and playbooks that drive client value. Experience crafting customer journey frameworks, defining service tiers, and creating impactful engagement models to scale Advisory Services within a B2B SaaS company.

• Operational and Process Excellence: Strong expertise in establishing operational structures, processes, and metrics that drive efficiency, quality, and client satisfaction. This includes defining KPIs, building dashboards, and implementing frameworks to measure the impact, engagement quality, and ROI of Advisory Services. Experience in creating and refining a RACI framework to enhance cross-functional alignment.

• Consultative Expertise and Client Engagement: Demonstrated experience in engaging with C-level executives and other senior stakeholders, providing strategic guidance and expertise in Customer Success best practices, change management, and growth strategies. Ability to create customized strategies that support clients’ unique business outcomes while leveraging Gainsight’s solutions.

• Data-Driven Decision Making: Strong analytical and data interpretation skills to drive strategic insights and recommendations. Ability to leverage data to track client engagement, measure advisory impact, and inform decision-making for continuous improvement.

• Change Management: Deep experience with change management, especially in guiding clients through transformative journeys with new technology, processes, or business models. Familiarity with change management frameworks and methodologies, with the ability to equip clients with the tools to drive adoption and maximize value.

• Cross-Functional Collaboration: Track record of successful collaboration with Sales, Product, and Professional Services teams to ensure alignment and a cohesive client experience. Skilled at communicating the unique value of Advisory Services internally and externally, creating synergies across departments, and providing advisory efforts that align with Gainsight’s broader goals.

• Thought Leadership and Industry Expertise: Recognized as a thought leader within the Customer Success or SaaS industry, with a history of contributions through speaking engagements, publications, or leading industry discussions. Ability to establish Gainsight as a trusted partner and thought leader, elevating the brand and the role of Advisory Services.

• High EQ and Communication Skills: Exceptional interpersonal skills with the ability to inspire confidence and trust. Strong written and verbal communication skills, comfortable presenting complex concepts clearly and compellingly to a wide range of audiences, including clients, team members, and executives.

Job Benefits

At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics, and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.
 

Here are Our 5 Values

• Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust, and giving back to each other and our community.

• Success for All: We believe that success for our stakeholders—whether our teammates, clients, or shareholders—comes with a sincere focus on continuous learning, selfless teaching, and making a difference in each other’s lives.

• Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism, and laughter into everything that we do.

• Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you--diversity breeds creativity.

• Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solution is to think more, not doing more.
   

Why You’ll Love It Here

• Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!

• Our Leadership: We offer the leading tech solution for driving Customer Success.

• Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.

• Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.

• Our Impact: We help our customers make millions of dollars more per year.

• Our Clients: Big companies like Box, Adobe, Marketo, and many others.

• Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).

• Our Values: They are unique - Golden Rule, Success for All and Childlike Joy.

• Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Job Description Summary

Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available on the first day of the month after start date, and flexible PTO.

Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.