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 Solutions Architect to join our professional 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 key role in driving long-term customer success by ensuring Gainsight environments are optimized for adoption, scalability, and ongoing value. You’ll deliver this impact by serving as a trusted technical advisor post-onboarding—partnering with customers to design tailored solutions, lead configuration and optimization efforts, and align technical capabilities with evolving business goals. This is a great opportunity for someone who thrives in a consultative, customer-facing environment and enjoys working cross-functionally with Customer Success, Product, and Engineering teams. The ideal candidate brings strong skills in solutions architecture, technical configuration and optimization, and translating business requirements into scalable technical solutions.

What You'll Do:

• Understand Gainsight products, their features, functions and recognize how they can be used to solve problems and create solutions for your customers.

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

What We're Looking For:

Must-have skills or experience:

• 3 to 6 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS implementation. and a BA/BS degree (or equivalent combination of education and experience), required.

• Hands-on experience with CRM platforms (Salesforce or Dynamics 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.

• Ability to thrive in a fast-paced, dynamic environment.

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

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

Nice-to-have skills or experience:

• Scripting experience in Python or Node.js to support custom solutions and automation is a plus.

• Salesforce certification or experience is a plus.

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.

• The starting base salary range for this role is $80,000 – $105,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.

• 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. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. 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 let the recruiting team know.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.