Customer Advisor, Community

Gainsight

4d•$130,000 - $145,000•Remote

About The Position

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 Customer Advisor, Community 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 maximize the business impact of their Customer Communities by partnering with prospective and existing organizations to define, design, and evolve Community strategies that drive engagement, loyalty, and measurable outcomes. This is a great opportunity for someone who thrives in a highly consultative, strategic environment and enjoys working cross-functionally with Sales, Customer Success, Product, and Community teams. The ideal candidate brings strong skills in Community strategy and management, outcome-based consulting, and stakeholder facilitation.

Requirements

Experience & Domain Expertise 7+ years of experience in community management, customer success and/or strategic consulting with a proven record of driving customer value and outcomes.
Significant leadership experience in customer success roles, demonstrating the ability to guide teams and influence cross-functional initiatives that drive retention and growth.
Proven experience leading research, analysis, and presentation of insights derived from customer learnings to inform strategies and drive improvements.
Domain expertise in customer communities with a high-level understanding of related customer functions such as CS, Customer Education and Support.
Communication & Presentation Skills: Exceptional verbal and written communication skills, with demonstrated ability to deliver engaging presentations and articulate complex concepts to diverse audiences, including C-suite executives.
Experience facilitating large working sessions and workshops with diverse stakeholders, fostering collaboration and ensuring productive discussions.
Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and develop actionable recommendations.
Interpersonal Skills: Excellent relationship-building skills with a customer-centric mindset, enabling effective engagement with stakeholders at various organizational levels.
Ability to challenge customers on the status quo, encouraging them to adopt innovative approaches while advocating for their needs.

Responsibilities

Strategic Customer Engagement (70%): 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 Community leaders on how to optimize their strategy for long-term success by leveraging the latest practices and innovative approaches.
Develop and deliver strategic consulting engagements that enhance Community 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 roundtables with stakeholders to develop a roadmap of strategic workflows, define performance benchmarks, and document value realization goals.
Value Realization & Adoption (15%): 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.
Internal Collaboration & Enablement (15%): 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.

Benefits

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.

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