Strategic Customer Advisor, EMEA

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 Sr. Customer Advisor, EMEA to join our Services team reporting to the Sr. Director, Gainsight Advisory Services. This role is a hybrid role based out of our London, England office. In this role, you’ll play a key role in helping organisations unlock the full value of their customer experience (CX) strategy by partnering closely with prospective and existing customers to identify high-impact use cases, deliver value assessments, and advise on outcome-driven opportunities with Gainsight. This is a great opportunity for someone who thrives in a highly consultative, strategic environment and enjoys working cross-functionally with Sales, Customer Success, and Product teams. The ideal candidate brings strong skills in outcome-based consulting, modern customer success practices, and change management. What You'll Do: Strategic Customer Engagement (70%) Partner with customers to understand their goals, identify high-impact use cases, and articulate a strategic path to realising value through Gainsight solutions. Advise customer executives and success leaders on how to optimise their CS strategy for long-term success by leveraging the latest practices and innovative approaches. Develop and deliver strategic consulting engagements that enhance customer experience (CX) strategies, actively engage cross-functional stakeholders, and equip teams to maximise the value of Gainsight solutions. Exhibit strong project management skills to manage multiple customer engagements simultaneously while ensuring timely and effective delivery. Lead workshops, innovation sessions, and roundtables with stakeholders to develop a roadmap of strategic workflows, define performance benchmarks, and document value realisation goals. Value Realisation & Adoption (15%) Deliver tailored value assessments, maturity reviews, and business cases aligned with customer priorities. Define baseline benchmarks and measurable KPIs to ensure alignment across the customer’s journey toward impact with Gainsight. Post-deployment, track, analyse, and benchmark value realisation progress through customer performance reviews and optimisation sessions. Drive value alignment across multiple products or solution areas. Ensure cohesive narratives, connected use cases, and unified measurement of outcomes that reflect the customer’s broader business objectives. Internal Collaboration & Enablement (15%) Collaborate effectively with internal teams (sales, product, marketing, professional services, etc) to share insights and enhance customer offerings. Contribute to the development of repeatable frameworks, playbooks, and case studies to support customer-facing teams (i.e. QBRs, webinars, key insight slides) and that reinforce value realisation efforts. Continuously refine and evolve our value analysis tooling to ensure teams are equipped with the latest methodologies and insights for driving consistent, high-impact customer value narratives. Share best practices, insights, and tools to support scalable customer engagement and internal enablement. Proactively seek feedback and explore opportunities for enhancing customer experiences and internal processes. Travel Expectations 1 Customer-facing Onsite Monthly 1 Planning Offsite and/or Company Event Quarterly 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 occas ... (truncated, view full listing at source)