Solution Architect - Technical Account Manager (TAM)

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 Solution Architect - Technical Account Manager to join our Services team reporting to the Sr Manager, Technical Delivery. This role is a remote role based in London.

In this role, you’ll play a key role in ensuring the successful adoption and optimization of Gainsight solutions for clients by serving as a trusted advisor and bridging the gap between business goals and technical capabilities. This is a great opportunity for someone who thrives in a dynamic, client-focused environment and enjoys working cross-functionally with teams like Customer Success, Product, Engineering and Support. The ideal candidate brings strong skills in solution design, technical strategy and client engagement.

What You'll Do:

• Serve as a technical strategist to drive adoption and expansion for existing Gainsight clients.

• Partner with Customer Success Managers to align technical initiatives with client outcomes.

• Lead discovery and requirement-gathering sessions to understand and document business needs.

• Design and configure Gainsight solutions based on best practices and client-specific goals.

• Act as a seamless extension of your customers’ operations team.

• Deliver enablement sessions to empower Gainsight Admins and key stakeholders.

• 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.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For:

• Bachelors Degree (or equivalent experience) and/or 5 years of related experience

• 3 to 8 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS implementation and a bachelor’s degree (or equivalent combination of education and experience), required.

• Hands-on experience with CRM platforms (Salesforce.com preferred), databases, and data integration tools.

• Strong understanding of Customer Success principles and ability to translate business needs into scalable technical solutions.

• Experience managing multiple customer projects simultaneously (5–10 engagements).

• 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.

• Prior experience with Gainsight CS and/or Customer Success Operations (CS Ops) is highly preferred.

• Experience in a post-onboarding, ongoing technical account management or customer success role is strongly preferred.

• Solid technical skills and aptitude are required - CRM (Salesforce, MS Dynamics, Hubspot, etc.), databases, data integration processes and various SaaS platforms are considered relevant.

• Broad experience in data processing and implementing data warehouse/business intelligence applications using various ETL tools.

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.

• We offer a comprehensive benefits package including private medical, dental, and vision coverage, income protection, life insurance, and a group pension plan. Additional benefits include a fertility stipend, access to coworking spaces around the globe and CycleScheme to support healthy commuting. 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 beingHuman-First. Learn morehere.

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 themhere!

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 contact recruiting@gainsight.com.

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.