We’re building the AI-driven future of customer success, from retention to growth!
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 Solution Design Consultant to join our Atlas Sales team reporting to the EVP & GM. This role is a remote role based in the USA.
In this role, you’ll play a key role in proving there is a renewal problem worth solving and designing the solution that solves it by owning the Atlas Renewals Diagnostic from data request through executive readout, converting findings into a target operating design and a defensible business case, and handing a complete solution to Delivery at close. This is a great opportunity for someone who thrives in high-autonomy, customer-facing roles where every engagement must be diagnosed, designed, and defended — not demoed and enjoys working cross-functionally with teams like Sales AEs and AMs, Data Analysts, Solutions Architects, Deal Desk and Finance, and Delivery. The ideal candidate brings strong skills in renewal and subscription revenue operations, qualitative and quantitative diagnostics, and executive-level business case development.
What You'll Do:
Lead the Atlas Renewals Diagnostic end-to-end — securing executive sponsorship, scoping the diagnostic tier, owning qualitative interviews and systems walkthroughs, scoring maturity and autonomy readiness across data, process and measurability, and delivering the executive Diagnostic Readout in person.
Convert diagnostic findings into a target service design: which renewal actions run autonomously, which need approval, which stay human, and how that mix progresses across the autonomy ramp.
Author the business case, building parity and partnership scenarios on the same opportunity set with every assumption footnoted; model capacity and cost to serve against the ramp rather than steady state.
Set pricing inputs and work with Deal Desk and Finance on structure, margin, and the ramp curve; produce an AI and human responsibility matrix in which every designed action carries a responsible party, autonomy level, guardrail, and escalation path.
Hold the solution intact through commercial negotiation, mapping the design and business case to contract terms and the authorized operating envelope while remaining the practitioner voice in the room.
Transfer design intent, assumptions, risks, and open decisions to Delivery and the Solutions Architect at close; assemble the delivery handoff package including the deal review record, readiness scorecard, final readout, pricing model, and open items register.
Re-validate the design against live performance during ramp and own the Partnership Value Assessment against the agreed baseline; contribute to diagnostic method improvement, the asset library, and practice tooling.
This role may require occasional travel (up to 25%, concentrated in diagnostic interview weeks and executive readouts) for team meetings, training, or company events. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What We're Looking For:
10+ years of relevant experience and a bachelor’s degree in business, finance, or a related field (or equivalent combination of education and experience), required.
Demonstrated experience conducting qualitative and quantitative analysis of business problems and presenting findings to senior executives, including in renewal, customer success, or subscription revenue operations.
Strong financial modeling capability in Excel — multi-year business cases, margin analysis, and scenario ranges — with the ability to set priorities and drive deliverables to completion with minimal supervision.
Ability to design and price a configured operating model with a commercial case attached; experience holding a solution through negotiation and translating design intent into contract terms.
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 $180,000 - $200,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location.
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 contact [email protected].
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.