Gainsight Consultant1

Job Summary

The Gainsight Consultant will be responsible for leading and executing the implementation, configuration, and optimization of the Gainsight platform to meet the customer success needs of our clients

This role requires a deep understanding of Gainsight’s capabilities, customer success best practices, and the ability to collaborate cross-functionally with internal and external stakeholders to ensure successful adoption of the platform

Key Responsibilities

Gainsight Implementation:

Lead the end-to-end implementation of Gainsight, including requirements gathering, configuration, testing, and deployment

Develop customer success playbooks, workflows, and processes using Gainsight features like Customer Health Scores, Playbooks, and Journey Orchestrator

Customize Gainsight according to client-specific needs, ensuring a seamless integration with CRM platforms (e g

, Salesforce, HubSpot)

Platform Optimization

Continuously assess Gainsight utilization and performance, recommending improvements for optimal user adoption and customer success outcomes

Identify automation opportunities to streamline processes and improve efficiencies

Analyze customer data to improve segmentation, engagement strategies, and risk identification

Data Management & Reporting

Create and manage comprehensive dashboards and reports that provide insights into customer health, adoption metrics, churn risks, and overall account performance

Configure and maintain rules within Gainsight for data ingestion, processing, and analysis from multiple data sources

Stakeholder Collaboration

Work closely with customer success teams, product managers, and other stakeholders to understand their needs and configure Gainsight accordingly

Serve as the primary Gainsight expert, training users and providing ongoing support to ensure effective platform utilization

Liaise with technical teams to manage integrations and resolve data or platform-related issues

Customer Success Best Practices

Leverage industry best practices to enhance customer engagement, retention, and growth through Gainsight

Advise clients on the development of proactive strategies to address customer needs, mitigate churn risks, and drive product adoption

Identify opportunities for business growth by analyzing trends in customer behavior and offering data-driven recommendations

Required Qualifications

Education: Bachelor’s degree in Business, Information Technology, Computer Science, or a related field

Experience:

3+ years of experience working in customer success or a SaaS environment

2+ years of hands-on experience with Gainsight, including platform configuration and optimization

Proven track record of implementing Gainsight or similar customer success platforms

Technical Skills:

Strong understanding of CRM systems, such as Salesforce, and data integration principles

Proficiency in building and managing workflows, dashboards, and reports within Gainsight

Knowledge of SQL, APIs, and data integration is a plus

Soft Skills:

Strong communication and interpersonal skills to collaborate with internal teams and external clients

Analytical mindset with problem-solving capabilities

Ability to manage multiple projects and prioritize tasks effectively

Preferred Qualifications

Gainsight Admin Certification

Experience in project management or consulting roles

Familiarity with customer success KPIs, such as NPS, churn rate, and customer health scoring

Key Competencies

Customer-Centric Mindset: Ability to focus on understanding the client's customer success goals and providing tailored solutions

Detail-Oriented: Careful attention to detail in data management, configuration, and reporting

Adaptability: Ability to work in a fast-paced, evolving environment and manage change effectively

Strategic Thinking: Ability to align Gainsight capabilities with broader customer success strategies

Key Skills