Senior 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 Senior Solutions Architect to join our Professional Services team  reporting to the Manager of Onboarding. 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 and platform adoption by acting as a trusted technical and strategic advisor to Gainsight customers. You’ll deliver this impact by leading complex implementations, translating business requirements into scalable Gainsight solutions, and guiding customers on best practices across Community and Education platforms. This is a great opportunity for someone who thrives in a fast-paced, customer-facing SaaS environment and enjoys working cross-functionally with teams like Customer Success, Product, Professional Services, and Technical Project Management. The ideal candidate brings strong skills in enterprise SaaS implementations, technical architecture and integrations (APIs, SSO), and stakeholder communication at both technical and executive levels.

What You'll Do: 

• Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those clearly and concisely.

• Develop and Integrate yourself into your customers operations team to support Gainsight. 

• Configure the Gainsight Community and Education platforms per the desired specifications and conduct enablement sessions to the customer’s key stakeholders.

• Quickly establish rapport and positive relationship with client & stakeholders, and manage expectations throughout the implementation lifecycle.

• Proactively Identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution.

• Participate in establishing best practices, templates, policies, tools and partnerships to expand and mature capabilities of the team.

• Forecast, track and report project hours and achieve your utilization target.

• Maintain expert-level knowledge of Gainsight’s Customer Communities and Customer Education platforms.

• Work with the product team to stay ahead of future enhancements to Gainsight’s products.

• Work cross-functionally to deliver multi-resource customer projects.

• Collaborate with the TPM (Technical Project Manager) role on enterprise-level customer engagements, acting as the Subject Matter Expert for the Gainsight platform and advising the custom on strategic decisions. 

• Be responsible for nurturing existing Gainsight customers to increase adoption and expansion via technical strategy.

• Work in tandem with the Customer Success team and drive technical initiatives to achieve customer outcomes.

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: 

• 5-8 years of recent Professional Services/Enterprise product implementation or related experience is required (SaaS experience is preferred) and a BA/BS degree (or equivalent combination of education and experience), required.

• Solid understanding of Web services, APIs and Webhooks.

• Experience troubleshooting SSO-related issues, especially for SAML, Oauth 2, and/or Open ID Connect

• Ability to understand and document business requirements as well as provide prescriptive recommendations by actively listening and asking probing questions.

• In-depth knowledge and experience with successfully managing enterprise software application implementations - with waterfall and agile methodologies.

• Experience with spearheading initiatives with cross-functional teams on a number of concurrent engagements.

• Record of professional achievements with a track record of delighted, successful, and satisfied customers.

• Executive presence and confidence in communicating with technical, business, and senior leader stakeholders.

• Ability to explain complex technical concepts in simple terms.

• Ability to create structure in ambiguous situations and design effective processes.

• Experience in working with complex, multi-divisional, multi-geographical customers.

• Comfortable managing time and priorities across multiple parallel customers

• Passion to be an expert on the product and for being part of a fast growing company, while also recognizing when to ask questions or seek help.
   

Nice-to-have skills:

• Hands-on 1-2 years of JavaScript, HTML, and CSS.

• Familiarity with DNS concepts (CNAME, DKIM, SPF records)

• Experience with at least one object-oriented programming language.

• CRM experience/certification (e.g. SFDC, MS Dynamics, Zendesk).

• Experience working with AWS Cloud services (CloudFront, S3, etc.)

• Familiarity with data migrations (i.e. ETL from one platform to another)

• Mobile development.

• Capability to be dynamic and adapt quickly in a fast-paced environment.

• A deep understanding of Customer Success to be a trusted thought leader and advisor with your customers.

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 $105,000 – $120,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location. 

• 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 being Human-First. Learn more here.

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 them here!

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.