Product Experience Adoption Consultant

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 PX Adoption Consultant to join our Customer Success team  reporting to the Manager, Customer Success. This role is a remote role based in the United States. 

In this role, you’ll play a key role in driving customer value through Gainsight PX by enabling impactful product analytics and in-app engagement strategies. You’ll deliver this impact by serving as the go-to PX expert, providing scalable enablement through office hours, playbooks, and content that empower customers and internal teams alike. This is a great opportunity for someone who thrives at the intersection of technical depth and customer engagement and enjoys working cross-functionally with teams like Customer Success, Product, Services, and Support. The ideal candidate brings strong skills in problem-solving under ambiguity, technical consulting, and scalable customer enablement.

What You'll Do: 

• Drive adoption in high-value PX accounts, lead PX Office Hours and publish modular playbooks/recipes that scale best practices.

• Triage escalations by providing technical guidance on instrumentation, tagging, SDK setup, and behavior-based segmentation.

• Translate technical work into business outcomes, giving exec stakeholders confidence in PX’s value.

• Close the loop with Product and Engineering by capturing recurring themes and feeding back insights.

• Serve as the technical expert to customers on product instrumentation, tagging strategy, analytics configuration, and in-app engagements.

• Guide PX adoption by connecting business objectives to engagement design, usage data, and product KPIs.

• Act as a product expert and advocate for your customers, capturing feedback, identifying themes, and driving influence with Product and Engineering.

• Collaborate cross-functionally with CSMs, TAMs, and Professional Services to drive aligned value delivery and tailored success plans.

• Lead hands-on enablement sessions with key stakeholders to increase confidence, autonomy, and innovation in PX usage.

• Help customers build scalable, behavior-based segmentation strategies that enable targeted engagements and drive measurable impact.

• Support customers with advanced use cases, such as cohort analysis, experimentation frameworks, and product adoption workflows.

• Contribute to enablement collateral, office hours, and community resources to scale PX best practices across the customer base.

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: 

Must-have skills or experience:

• 4–6 years of experience in Product Management, Product Operations, or Product-Led Growth roles supporting SaaS products

• Bachelor's degree or equivalent experience in a related field (e.g., business, engineering, analytics, or UX), required.

• Ability to thrive in a dynamic fast-paced environment

• Strong client-facing experience - must enjoy working directly with customers and derive energy from helping others succeed.

• Proficiency with product analytics tools, engagement platforms, or in-app messaging systems.

• Familiarity with product KPIs, digital engagement strategies, and behavior-based audience segmentation.

• Comfortable translating technical concepts into business outcomes for both tactical users and executive stakeholders.

Nice-to-have skills or experience:

• Hands-on experience with Gainsight PX or comparable product analytics and engagement platforms (e.g., Pendo, Mixpanel, Heap, Amplitude, WalkMe).

• Familiarity with experimentation and optimization methodologies, including A/B testing, cohort analysis, and related frameworks.

• Proven ability to collaborate effectively with technical stakeholders across Engineering, Support, and IT teams.

• Direct experience supporting customer and user onboarding, including enablement, training, and adoption strategy.

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 $100,000 - $125,000 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.