Gainsight

Compensation

Full Description

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 Senior Enterprise Support Analyst to join our Support team reporting to the Enterprise Support Manager. This role is a remote role based in The United States. In this role, you’ll play a key role in driving customer success and retention by providing high-touch, enterprise-level technical support to Gainsight’s strategic customers. You’ll do this by owning complex customer issues end to end, acting as a named escalation point, and proactively managing support activities across a portfolio of enterprise accounts. This is a great opportunity for someone who thrives in a fast-paced, customer-facing environment and enjoys working cross-functionally with teams like Product, Engineering, TechOps, Customer Success, and L2 Support. The ideal candidate brings strong skills in technical troubleshooting, customer communication, and escalation management. What You'll Do: Troubleshooting: Ability to analyze issues and ask questions to get to the true root cause of the incident. You’ll follow standardized hypothesis-driven processes to troubleshoot. Queue Prioritization: Ability to prioritize tickets to effectively manage ticket queues. Technical Aptitude: Ability to learn existing and new technologies related to the Gainsight product on an ongoing basis. Effective Communication: Strong written/verbal communication skills and be able to clearly explain technical terms in a way easily understood by customers. Cross-functional collaboration: Ability to effectively collaborate with other teams to drive outcomes for clients. Proactive Support: Ability to take ownership of proactive support activities for assigned enterprise accounts. Escalation Management: Ability to effectively manage escalations that result from support issues for assigned accounts. Driving Effective Meetings: Agent will facilitate and lead client meetings around support activities. Building Trusting Relationships: Ability to create long-lasting, collaborative, and trusting client relationships with key strategic clients in order to provide them the best support experience possible. Time Management: Ability to effectively manage time across ticket obligations, Enterprise Support driven tasks, and team obligations. Responsibilities: Build relationships with existing customers and deliver world class front-line support Own customer technical issues from initial report to resolution Listen to customers to gather the required information to handle customer requests Provide timely status updates, issue resolutions, and step-by-step instructions on usability questions. Research and document customer technical issues. Collaborate with other support team members to properly manage customer inquiries and escalate when appropriate. Work closely with various teams including L2 support, techops, product, engineering, onboarding, and customer success to drive outcomes for clients. Stay current with system changes and product updates. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For: Bachelor’s Degree in Computer Science or related technical experience. Must have 2 – 4 years of relevant experience in technical support. Excellent ability to learn and articulate technical concepts. Excellent written and verbal communication skills required to explain technical concepts. Nice-to-have: Experience with Salesforce Apps and Web applications. Experience with SQL or equivalent. Ability to understand database architecture. Ability to understand relational databases. Why You’ll Love It Here: Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. The starting base salary range for this role is $60,000 – $64,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program. 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. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! If this sounds like the right role for you, we’d love to hear from you. Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know. If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Gainsight helps you grow your business faster and more efficiently with a single product suite that enables you to deliver value to today’s always-on customer at every moment of their journey. With Gainsight’s Customer Communities, Product Experience, Customer Success, and Customer Education products, it’s never been easier to scale your business, grow your revenue, and retain your customers. Winning The Human Way Leading the industry with award-winning software is rewarding. But the best moments—the ones we tell our moms about—happen when we’re together with our customers, colleagues, and partners. Our mission is to prove that you can win in business by being Human-First. For us, that means cultivating innovative ideas, nourishing a deep connection to our communities, introducing industry-defining products, and never saying no to a moment of childlike joy.