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 https://www.gainsight.com.
About This Role:
We’re looking for a full-time Solutions Architect to join our Professional Services team reporting to the Japan Country Manager. This role is a hybrid role based out of our Japan, Tokyo location.
In this role, you’ll play a key role in driving successful customer adoption and scalable implementation of the Gainsight platform by leading requirement gathering, solution design, and proactive risk management. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with internal teams, stakeholders, and customers. The ideal candidate brings strong skills in data architecture, solutioning, and stakeholder management.
What You'll Do:
As a trusted consultant on Gainsight’s Professional Services team you will:
Work independently or as part of a team to prepare new and existing customers to implement Gainsight platform and set them on a journey for success and scalability with the Gainsight product
Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those details in a thorough and interpretable fashion
Proactively identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution
Partake in solutioning and document the solution
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Able to understand Data Architecture, perform Data Discoveries and re-architecture the instance (if need be)
Responsible for ensuring scalability of solutions and reducing customer technical debt
Quickly establish rapport and positive relationship with client & stakeholders and manage expectations throughout the demand lifecycle
Participate in establishing best practices, templates, policies, tools and partnerships to expand and mature capabilities of the team and customers
Forecast, track and report project hours and achieve your utilization target
There is a potential opportunity to grow into a Forward Deployed Engineer (FDE) capacity — taking on deeper technical engagements such as data architecture design, API integrations, and hands-on solutioning in close collaboration with product and engineering teams.
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:
Hands-on 3-4 years of recent Professional Services/Enterprise product implementation or related experience is required, SaaS experience is preferred
Solid technical skills and aptitude are required - CRM, cloud based databases, data integration processes, Salesforce.com, and various SaaS platforms are considered relevant
Skill set to understand and document business requirements as well provide prescriptive recommendations by actively listening and asking probing questions
In-depth knowledge and experience with successfully managing enterprise software application implementations - with waterfall and agile methodologies
Experience with leading initiatives with cross-functional teams on a number of concurrent engagements
Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders
Ability to create structure in ambiguous situations and design effective processes
Experience in working with complex, multi-divisional, multi-geographical customers
SFDC experience/certification
Strong interest in Customer Success
Nice-to-have skills or experience:
Start up experience is a plus, creating new process and workflows for Japan customers
Management experience is a plus
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.
We offer a comprehensive benefits package including annual health check support (up to ¥15,000/year), commuting allowance, and enrollment in all statutory insurance programs such as health, pension, employment, and accident coverage. Teammates also benefit from a flexible hybrid work environment. 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 https://www.gainsight.com/company/.
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! https://www.youtube.com/playlist?list=PLB2Z_xLbXPiAcvQr28ggP2CndoSu29zq_
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 recruiting@gainsight.com.
If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.
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