Why Gainsight PX?

Gainsight PX is the fastest growing part of Gainsight’s business and is well positioned to continue on a strong growth trajectory based on recent competitive wins and a large and fast growing market.  Companies such as Autodesk, Adobe and IBM leverage PX to:

  • analyze product usage trends
  • increase user adoption
  • capture user feedback
  • Inform product investment decisions

Product leaders from across the software industry recently awarded Gainsight PX the Proddy Award for product analytics.

With the recent success of companies with a PLG strategy, many companies are focused on how they can use this strategy to grow and or retain their user base and/or acquire customers.  PLG strategies are dependent on accelerating time-to-value and user adoption, which makes investments in PX or similar solutions a business imperative.

Gainsight has long been regarded as the preeminent thought leader in Customer Success.  We are investing heavily to establish a similar presence within the product management community (e.g Pulse for Product) and are also partnering with established thought leadership providers to reach prospects (e.g. ProductCon Sponsorship, PLG Certification).

Our market leadership position in the CS technology market, uniquely positions Gainsight to provide solutions for both CS and product teams which are increasingly working together to drive retention and growth.  The products are natively integrated, therefore, enabling our customers to quickly and easily realize the combined value proposition of the two products together.  While many PX customers have purchased PX on the basis of the solution meeting the needs of their product teams exclusively, some standalone PX customers have invested in PX with the notion of adding CS at some point in the future.  The breadth of our offerings leads to a unique position in the PX market landscape, which has proven beneficial.

Job Description

The Strategic Engagement Manager (SEM) at Gainsight is a critical member of the professional services team. You will be the main stakeholder on projects, responsible for the success of enterprise level software implementations. In order to achieve this success, you will leverage your previous enterprise professional services experience, project management expertise, strong communication/written skills, relationship building prowess and conflict management skills.

What You’ll Do

  • Execute implementation projects while partnering closely with our prospects’ and clients’ Executive-level project sponsors
  • Drive the Onboarding efforts of new and existing customers by understanding business objectives and partnering with the project team to prescribe best practice recommendations in order to achieve those goals
  • Deliver on these engagements which includes driving milestone meetings, customizing and developing new project artifacts and ensuring high levels of impact and client satisfaction with the services rendered
  • Develop detailed project plan schedules and work breakdown structures to ensure project team accountability for milestone dates and work quality
  • Track detailed scope of engagement and when applicable work with the customer to estimate scope change/additions and execute change order(s)
  • Create comprehensive weekly status reports and communication plans to executive sponsors and internal/external project teams
  • Proactively identify implementation risks and mitigate them effectively and efficiently
  • Quickly establish/nurture rapport and a positive relationship with customer stakeholders
  • Conduct qualitative and quantitative evaluation of deliverables, budget, schedule, resource forecasts, project scope, and develop an action plan to mitigate risks and issues identified
  • Coach and mentor project team members (potentially across multiple time zones) to facilitate improved teamwork both internally and with the client
  • Participate in establishing practices, templates, policies, tools and partnerships to expand and mature capabilities of the team
  • Work with sales and services sales to scope and estimate sales opportunities
Required skills
  • 5+ years of experience in professional services, management consulting, customer success, business analyst, or another client-facing role,
  • 2+ years of experience successfully managing SaaS software implementation projects using waterfall or agile methodologies
  • Record of professional achievements with a track record of delighted, successful, and satisfied customers
  • Exposure to and understanding of HTML, CSS, product architecture, database management, and data integration as they relate to the software implementation process.
  • Ability to properly document business requirements and provide prescriptive recommendations (best practices ) to guide clients to successful implementation and adoption outcomes.
  • Proficiency with spearheading initiatives with cross-functional teams on a number of concurrent engagements.
  • Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders
  • Passion to be an expert on the product and for being part of a fast growing company

Bonus points

  • Experience in or Exposure to Product Analytics, Product Experience, Product Management, In-Product Messaging.
  • Experience with Gainsight PX, Mixpanel, Amplitude, WalkMe, Pendo, Totango, Google Analytics or the like
  • Project Management certified
  • BA/BS degree or equivalent in related field
Job Benefits

At Gainsight, we don’t believe in doing things as a “means to an end.” Life’s too short to have anything short of a joyful work environment that we passionately believe in. We think that “work vs. life” is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.

Here are our 5 core values

  • Golden Rule: We try to practice the Golden Rule (“Do unto others…” and that sort of thing) by exercising reliability, trust and giving back to each other and our community.
  • Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.
  • Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.
  • Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you–diversity breeds creativity.
  • Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solution is think more, not doing more.

Why You’ll Love It Here

  • Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!
  • Our Leadership: We offer the leading tech solution for driving Customer Success.
  • Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
  • Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
  • Our Impact: We help our customers make millions of dollars more per year.
  • Our Clients: Big companies like Box, Adobe, Marketo, and many others.
  • Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
  • Our Values: They are unique – Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends
  • Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available on the first day of the month after start date, and flexible PTO.

Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.