Customer Advisor

About This Role

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 Customer

OS 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.

We’re looking for a full-time Customer Advisor to join our Services team reporting to the Sr. Director, Gainsight Advisory Services. This role is a remote role based in the United States.

In this role, you’ll play a key role in helping customers unlock the full value of their customer experience (CX) strategy by partnering with both prospective and existing organizations to identify impactful use cases, deliver value assessments, and advise on high-leverage opportunities using Gainsight. This is a great opportunity for someone who thrives in a strategic, highly consultative environment and enjoys working cross-functionally with Sales, Customer Success, and Product teams.

The ideal candidate brings strong skills in outcome-based consulting, modern customer success practices, and change management.

• 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 round tables with stakeholders to develop a roadmap of strategic workflows, define performance benchmarks, and document value realization goals.

• 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.

• 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.

• 1 Customer-facing Onsite Monthly
• 1 Planning offsite Quarterly

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.

Experience & Domain Expertise

• 7+ years of experience in customer success and/or strategic consulting with a proven record of driving customer value and…