Senior Customer Marketing Consultant

Company Overview:
Why Gainsight?

We are ranked #1 on Glassdoor’s 2024 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first.

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, ****** orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
Job Overview:
Gainsight is looking for a Content Marketing Content Writer to support Customer Success strategy and operations programs with compelling, exec-level Customer Success content used with customers by CSMs, CS Leadership, and our 1:many teams.


This role is a vital part of our Customer Success Ops + Scale Organization which runs the programs, processes, and systems that customer-facing teams and customers rely on to achieve value with Gainsight. Within the Ops + Scale org, you will partner closely with the teams responsible for Best Practices, internal Enablement, and external customer communications.


Reporting to the Director of Customer Success Strategy, this opportunity starts as an individual contributor to lead cross-functional initiatives. We’re looking for someone passionate to train and educate others, enabling them to succeed. In this role, you will build credible, highly collaborative relationships with Customer Success, Marketing and Product to ensure effective communication of Gainsight’s product value and best practices with customers.


Job Location: Hyderabad
Ideal years of experience: 4+ Yrs
Standard working hours: PT Timezone (6PM - 3 AM IST)
Qualifications:
Required

Bachelor's degree, or 4+ years practical experience in Marketing, Enablement, Education/training, Communication, or Enterprise Customer Success management.

Customer-centric; excellent interpersonal skills. Ability to seamlessly adapt content to fit the communication needs to different audiences and personas.

Extraordinary written and verbal communication skills. With focus on building partnerships with internal and external customers, including colleagues and all levels of the organization.

Experience establishing processes, supporting teams, developing relationships, and managing end-to-end for a portfolio of concurrent programs

Strong technical skills - and a dedication to your own professional development.

Strong ability to manage multiple projects at once in a fast-paced environment and prioritize appropriately to meet project timelines; you will get to hit the ground running shortly after joining

Excellent ability to build programs that effectively enable organizations to scale with the tools and skills needed to succeed.


Desired

Experience in Customer Marketing, Customer Success Enablement or experience as a Customer Success Manager

Have experience with Customer Success methodologies, process, and training best practices

Have experience organizing and maintaining content (versioning)

Hands-on experience with Customer Success tools as a user or administrator

Curiosity & desire to learn new skills and step into unknown challenges

Proven ability to design and deliver effective content

Team player who has the ability to get buy-in across departments and seniority levels


Responsibilities:
What You Will Do:

Create customer communications related to Product capabilities, value, limitations, and exec-level content (Presentations, Info Sheets, Step by Step Guides, Documents, Emails, etc.) for Customer Success processes, Customer Success best practices, Product launches, and Customer Success tools.

Create client-facing content that drives awareness and adoption of entitled features - used by CSMs or adapted by the Scale team for 1:Many programs

Manage content needs around Gainsight’s recommended best practices to get the most out of our platform. Work with Product Management and Product Marketing to translate new products and features into usable tools and content for the Post-Sales teams.

Collaborate closely with a global CS team to define content tone and style appropriate for the target audience.

Maintain a cross-functional mindset and partner with internal Subject Matter Experts (SMEs) to develop best-in-class resources.

Create strong feedback loops to collect information and stories for constant program improvement and evaluation of the success of enablement programs.


Example Projects (not exhaustive)

Create a deck for CSMs to drive the adoption of a newly released feature

Update existing resources to align with new functionality and new ways of achieving value

Create sensitive customer communications related to pricing and packaging updates

Create a set of executive emails that showcase specific outcomes and best practices - customized based on the client’s specific goals


Values & Benefits: Why You’ll Love It Here Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves. Gainsters love working here for several reasons. Here are a few: - Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here. - Our CEO: With a ++% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. - Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive. - Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all. - Our Wellness Priorities: Monthly Recharge Days that re-energize us. - Our Parody Videos: No explanation needed. Just watch them here! By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us! Thanks for Applying:
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