Job Opportunities API

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 Director, Technical Services to join our Product Delivery Services team reporting to the Senior Director, Technical Services. This role is a hybrid role based out of our Hyderabad, India location. In this role, you'll play a key role in leading a large, high-impact team of Leaders and Solutions Architects that sits at the intersection of technical delivery, customer value, and business performance, by setting delivery standards across both delivery motions, coaching and developing SA talent, and serving as a senior escalation point and executive-level trusted advisor who drives customer retention and value realization. This is a great opportunity for someone who thrives in a complex, cross-functional SaaS environment and enjoys working cross-functionally with teams like Customer Success, Support, Product, Sales, and Finance. The ideal candidate brings strong skills in technical services leadership, talent development, and delivery excellence. What You'll Do: - Lead and manage a large team of leaders and Solutions Architects aligned to two distinct delivery motions, ensuring each sub-team is positioned for excellence in their respective workflows. - Set and sustain a high-performance culture through rigorous coaching, structured talent reviews, and individualized development plans that deepen technical and consultative capabilities across the SA team. - Serve as the strategic owner of technical delivery quality across both motions, defining standards, driving consistency, and ensuring Solutions Architects are equipped to handle complex, enterprise-grade engagements. - Serve as a senior escalation point and executive-level trusted advisor for key customer accounts, partnering with CS, Support, and Sales leaders to ensure customers achieve measurable outcomes with Gainsight’s platform. - Collaborate cross-functionally with Customer Success, Support, Product, and Finance leadership to shape integrated account coverage models and ensure the SA team is aligned to broader business priorities. - Drive business performance through delivery efficiency, services margin, and customer retention — with a clear focus on deepening Gainsight’s value to existing customers rather than headcount expansion. - Champion the adoption of AI, automation, and scalable delivery frameworks to increase team impact, reduce time-to-value for customers, and continuously evolve how the SA function operates. - Represent the India Technical Services function in global leadership forums, contributing to strategic planning, workforce capability building, and cross-regional alignment. - Own and report on delivery KPIs across both motions, providing leadership with data-driven insights and proactively escalating risks or capacity constraints. This role may require occasional travel 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: What Success Looks Like Success in this role will be measured by outcomes such as:   - Delivery quality and customer satisfaction scores across FDE and CSSC motions - Customer Gross Retention Rate (GRR) and Services ARR performance - SA team