Overview

Why Gainsight?

At Gainsight, our mission is to be living proof you can win in business while being human first.

Our industry-leading platform helps companies of all sizes and industries achieve durable growth through customer-led growth strategies (Gainsight CS), product-led growth strategies (Gainsight PX), and community-led growth strategies (inSided). With Gainsight, it’s never been easier for customer success, product, and community engagement teams to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow customer communities. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition for our product and engineering advancements.

A remote-friendly company, we have offices in the US, UK, Netherlands, Israel, and India. Gainsight was certified as a Great Place to Work in 2021. It has also been named as one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our core values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

 Job Description

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

What You’ll Do

  • Execute Upgrade projects while partnering closely with our clients’ project sponsors and stakeholders
  • Drive the Upgrade efforts of existing customers by understanding how to successfully move customers to the NXT platform and partnering with the Upgrade project team to prescribe best practice recommendations in order to successfully move to NXT
  • Deliver on these engagements which includes driving milestone meetings (all virtual), 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 and ensure we are staying within scope
  • 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
  • Maintain a deep understanding of Customer Success to be a trusted thought leader and advisor with your customers and have a deep knowledge of technical implications of moving to NXT
  • 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 other Upgrades teammates and our customer success team to ensure overall program success
  • Work with a Global project delivery team to effectively deliver outcomes for customers

What We’re Looking For

  • 4+ years of experience in professional services, management consulting, customer success, business analyst, or another client-facing role
  • In-depth knowledge and experience with successfully managing software application implementations
  • Skill set to understand and document business requirements as well provide prescriptive recommendations by actively listening and asking probing questions
  • Experience with delivering multiple projects with global project teams
  • Record of professional achievements with a track record of delighted, successful, & satisfied customers
  • Executive presence and confidence in communicating with technical, business, and VP stakeholders
  • Strong communication, presentation, consultative and leadership skills
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Capability to be dynamic and adapt quickly in a fast-paced environment
  • Passion to be an expert on the product and for being part of a fast growing company
  • Less than 10% travel for internal meetings like company and team offsites
  • Preferably Project Management certified
  • BA/BS degree or equivalent

Why You’ll Love It Here

Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Here are our 5 core values:

  • Golden Rule: We try to practice the Golden Rule by exercising reliability, trust and giving back to each other and our community.
  • Success for All: We believe in 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 to think more, not do more.

Some other reasons that Gainsters love working here:

  • Our Customers: 700+ happy customers. ‘Nuff said.
  • Our Pulse Community: Some of the brightest and nicest professionals, colleagues, and friends make up our 20k+ strong Pulse community.
  • Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley.
  • Our Gainsters: 1200+ (and growing!) smart and friendly teammates around the world.
  • Our Pulse Impact program: We are committed to advancing an equitable, human-first industry culture by addressing professional barriers to success and promoting an inclusive community that reflects the diverse world around us.
  • Our Parody Videos: No explanation needed, just watch them here!

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.

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a high-growth company and have loads of fun doing it. Come join us!