Solution Architect - Technical Account Manager; TAM

Overview

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.

• 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.

• 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 ( 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.

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. We foster a culture that offers stability, trust, and support so people can show up as themselves and feel connected to the work they do.

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 Cycle Scheme to support healthy commuting. You'll also enjoy dedicated Recharge Holidays — one long weekend each quarter to relax and reset.

We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

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

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Engineering and Information Technology
• Industries:
  Software Development