Customer Advisor
WFA Digital Insight
The demand for customer success specialists has skyrocketed, with over 70% of companies now prioritizing customer experience as a key differentiator. As the remote job market continues to evolve, roles like this Customer Advisor position at Gainsight are becoming increasingly attractive to professionals with a passion for strategic guidance and value-driven consulting. With the customer success market expected to grow by 25% annually, candidates with strong skills in customer success strategy, change management, and outcome-based consulting are in high demand. Gainsight, a pioneer in AI-driven customer success, offers a unique opportunity for professionals to make a tangible impact on customer experience. Before applying, candidates should be prepared to showcase their expertise in driving customer value and their ability to thrive in a highly consultative, fast-evolving environment.
Job Description
About the Role
The Customer Advisor role at Gainsight is a remote, full-time position that plays a critical part in helping customers unlock the full potential of the company's AI-powered retention engine. As a key member of the Services team, reporting to the Senior Director of Gainsight Advisory Services, the successful candidate will deliver strategic guidance, value assessments, and outcome-driven recommendations to advance customers' customer experience (CX) strategies. This role is ideal for professionals who excel in highly consultative, fast-paced environments and enjoy working cross-functionally with customers, customer success teams, and leadership.The Customer Advisor will be responsible for partnering with customers to understand their goals, identify high-impact use cases, and articulate a strategic path to realizing value through Gainsight solutions. This involves advising customer executives and success leaders on how to optimize their CS strategy for long-term success by leveraging the latest practices and innovative approaches. The role requires strong project management skills to manage multiple customer engagements simultaneously, ensuring timely and effective delivery of strategic consulting engagements that enhance customer experience strategies.
Gainsight's CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy, and the Customer Advisor will play a key role in helping customers navigate this journey. With over 2,000 companies trusting Gainsight's applications and AI agents to drive learning, adoption, community connection, and success for their customers, the successful candidate will be part of a team that is shaping the future of customer success.
What You Will Do
- Partner with customers to understand their goals and identify high-impact use cases for Gainsight solutions
- Develop and deliver strategic consulting engagements that enhance customer experience strategies and equip teams to maximize the value of Gainsight solutions
- Advise customer executives and success leaders on how to optimize their CS strategy for long-term success
- Lead workshops, innovation sessions, and roundtables with stakeholders to develop a roadmap of strategic workflows and define performance benchmarks
- 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
- Collaborate effectively with internal teams to share insights and enhance customer offerings
- Contribute to the development of repeatable frameworks, playbooks, and case studies to support customer-facing teams
- Continuously refine and evolve value analysis tooling to ensure teams are equipped with the latest methodologies and insights
What We Are Looking For
- Strong skills in customer success strategy, change management, and outcome-based consulting
- Experience in driving customer value and delivering strategic guidance to customers
- Excellent project management skills to manage multiple customer engagements simultaneously
- Ability to work cross-functionally with customers, customer success teams, and leadership
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to thrive in a highly consultative, fast-evolving environment
- Strong skills in Excel and other productivity tools
- Experience with customer success platforms and AI-powered retention engines
Nice to Have
- Experience with Gainsight's CustomerOS platform or similar customer success platforms
- Knowledge of AI-powered retention engines and their application in customer success
- Certification in customer success or a related field
- Experience working in a remote environment and managing virtual teams
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a pioneer in AI-driven customer success
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest tools and technologies in customer success
- Health and wellness benefits, including mental health support
- Paid time off and holidays
- Remote stipend and home office setup support
How to Stand Out
- Develop a strong understanding of customer success strategy and outcome-based consulting to stand out in your application
- Showcase your ability to drive customer value and deliver strategic guidance to customers
- Highlight your experience with customer success platforms and AI-powered retention engines
- Emphasize your project management skills and ability to manage multiple customer engagements simultaneously
- Prepare to discuss your experience with Excel and other productivity tools, as well as your ability to work cross-functionally with customers and internal teams
- Be prepared to provide examples of your analytical and problem-solving skills, and how you have applied them in previous roles
- Research Gainsight's CustomerOS platform and AI-powered retention engine to demonstrate your interest in the company and role
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