Customer Success Consultant (Gainsight)

 Job Title: Customer Success Consultant (Gainsight)
Job ID:26-38325
Location: Remote
Duration: 12 Months 

Required skills: 

Customer Success Strategy & Execution

Partner with Customer Success leadership to assess, design, and optimize customer engagement strategies across the customer lifecycle.
Develop and implement best practices for customer onboarding, adoption, retention, renewal, and expansion initiatives.
Support the creation and refinement of Customer Success processes, frameworks, and operating models.
Drive initiatives focused on improving customer health, customer satisfaction, and long-term customer value.
Identify opportunities to improve customer journeys and reduce churn risk.
Collaborate with leadership teams to align Customer Success initiatives with broader business goals and growth strategies.
Gainsight Administration & Optimization

Configure, administer, and optimize the Gainsight platform to support Customer Success objectives.
Design and maintain customer health scorecards, success plans, lifecycle stages, and customer segmentation models.
Build and manage automated workflows, rules engines, outreach campaigns, and customer engagement programs.
Create dashboards, reports, and executive-level analytics to provide visibility into customer performance and key success metrics.
Support data integrations between Gainsight and platforms such as Salesforce, CRM systems, support platforms, and data warehouses.
Ensure data quality, platform governance, and adoption of Gainsight best practices throughout the organization.
Identify opportunities to leverage Gainsight functionality to improve operational efficiency and customer outcomes.
Customer Lifecycle Management

Analyze customer engagement patterns and identify proactive strategies to increase adoption and customer value realization.
Develop health monitoring frameworks that enable early identification of customer risks and expansion opportunities.
Define and track key customer success metrics, including:
Customer Health
Product Adoption
Retention Rates
Renewal Performance
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Lifetime Value (CLV)
Churn Metrics
Support customer segmentation and targeted engagement initiatives to improve customer experiences.
Analytics & Reporting

Translate customer success data into actionable business insights.
Develop executive dashboards and KPI scorecards that support strategic decision-making.
Conduct trend analysis to identify risk areas, adoption challenges, and growth opportunities.
Partner with leadership teams to establish measurable success metrics and reporting frameworks.
Deliver recommendations based on customer data, platform insights, and industry best practices.
Stakeholder Collaboration

Act as a trusted advisor to Customer Success leaders and business stakeholders.
Collaborate with Sales, Marketing, Product, Support, Operations, and Technology teams to ensure alignment across the customer lifecycle.
Facilitate workshops and stakeholder sessions to gather requirements and define customer success objectives.
Present recommendations, findings, and strategic roadmaps to leadership audiences.
Help drive organizational adoption of customer success processes and technology platforms.
Process Improvement & Transformation

Evaluate current-state Customer Success processes and identify improvement opportunities.
Design scalable operational processes to support business growth and customer retention goals.
Lead initiatives focused on automation, process standardization, and operational efficiency.
Support customer success transformation programs involving technology modernization and customer experience improvements.
Document business processes, workflows, governance models, and operational procedures.
Required Qualifications

5+ years of experience in Customer Success, Customer Success Operations, Customer Experience, Customer Engagement, Business Consulting, or related roles.
Strong understanding of customer lifecycle management and Customer Success best practices.
Experience supporting customer retention, adoption, renewals, and customer growth initiatives.
Hands-on experience with customer success platforms, CRM systems, or customer engagement technologies.
Strong analytical, reporting, and problem-solving skills.
Experience working with executive stakeholders and cross-functional business teams.
Excellent verbal, written, and presentation communication skills.
Ability to manage multiple priorities in a fast-paced, customer-focused environment.
Preferred Qualifications

Hands-on experience with Gainsight Administration, Configuration, or Implementation.
Certified Gainsight Administrator or Gainsight product certifications.
Prior experience as a Customer Success Manager (CSM).
Experience integrating Gainsight with Salesforce and other enterprise applications.
Experience designing customer health scorecards, success plans, and customer journey frameworks.
Knowledge of SaaS business models, subscription management, renewals, and customer expansion strategies.
Experience with Customer Success Operations, Revenue Operations (RevOps), or Business Operations teams.
Familiarity with BI and reporting tools such as Tableau, Power BI, Looker, or Salesforce Reporting.
Please apply on our company website (www.artechinfo.com) with reference to job ID, or contact me at Riya.negi@artech.com