Solution Architect - Technical Account Manager (TAM)

Gainsight Inc.; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading customer experience platform provider is seeking a full-time Solution Architect - Technical Account Manager to enhance Gainsight solutions adoption for clients. The role focuses on technical strategy and client engagement with responsibilities that include managing multiple projects, aligning initiatives with business goals, and delivering client enablement sessions. Ideal candidates must have a Bachelor's degree and relevant experience in Professional Services or Technical Consulting, preferably with Salesforce or equivalent CRMs.

Benefits

Private medical coverage

Income protection

CycleScheme

Recharge Holidays

Qualifications

• 3 to 8 years of experience in Professional Services or Technical Consulting.
• Prior experience with Gainsight CS and/or Customer Success Operations preferred.
• Hands-on experience with CRM platforms and data integration processes.

Responsibilities

• Serve as a technical strategist for existing clients.
• Lead discovery sessions for business needs.
• Design and configure Gainsight solutions based on client goals.

Skills

Strong skills in solution design

Technical strategy

Client engagement

Excellent communication

Project management

Understanding of Customer Success principles

Education

Bachelor's Degree

5 years of related experience

Tools

Salesforce

Database management

Data integration tools

Job description

Solution Architect - Technical Account Manager (TAM)

We are looking for a full-time Solution Architect - Technical Account Manager to join our Services team reporting to the Sr Manager, Technical Delivery. This remote role is based in London.

In this role, you’ll play a key role in ensuring the successful adoption and optimization of Gainsight solutions for clients by serving as a trusted advisor and bridging the gap between business goals and technical capabilities. This is a dynamic, client-focused role that involves cross-functional collaboration with teams such as Customer Success, Product, Engineering and Support. The ideal candidate brings strong skills in solution design, technical strategy and client engagement.

What You'll Do

• Serve as a technical strategist to drive adoption and expansion for existing Gainsight clients.
• Partner with Customer Success Managers to align technical initiatives with client outcomes.
• Lead discovery and requirement-gathering sessions to understand and document business needs.
• Design and configure Gainsight solutions based on best practices and client-specific goals.
• Act as a seamless extension of the customer’s operations team.
• Deliver enablement sessions to empower Gainsight Admins and key stakeholders.
• Build strong, trust-based relationships with clients, including technical and executive stakeholders.
• Proactively identify risks or blockers and collaborate cross-functionally to resolve them.
• Contribute to internal best practices, templates, and delivery frameworks.
• Track project hours and maintain target utilization.

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

• Bachelors Degree (or equivalent experience) and/or 5 years of related experience.
• 3 to 8 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS implementation, with a bachelor’s degree (or equivalent combination of education and experience).
• Hands-on experience with CRM platforms (Salesforce preferred), databases, and data integration tools.
• Strong understanding of Customer Success principles and ability to translate business needs into scalable technical solutions.
• Experience managing multiple customer projects simultaneously (5–10 engagements).
• Familiarity with agile and waterfall delivery methodologies.
• Executive presence and confidence in communicating with both technical and business leaders.
• Excellent communication, facilitation, and presentation skills.
• Prior experience with Gainsight CS and/or Customer Success Operations (CS Ops) is highly preferred.
• Experience in a post-onboarding, ongoing technical account management or customer success role is strongly preferred.
• Solid technical skills in CRM (Salesforce, MS Dynamics, HubSpot, etc.), databases, data integration processes and various SaaS platforms.
• Experience with data processing and implementing data warehouse/BI applications using ETL tools.

Why You’ll Love It Here

Gainsight is an AI-powered retention engine trusted by customer-centric companies. We offer opportunities to contribute to a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence. Our culture emphasizes collaboration, curiosity, and a mission-driven focus on solving real-world problems.

Education & Benefits

We offer a comprehensive benefits package including private medical, dental, and vision coverage, income protection, life insurance, group pension, fertility stipend, access to coworking spaces and CycleScheme, and Recharge Holidays (one long weekend each quarter).

Our Core Values & Growth

We are guided by values and a mission to be human-first. We provide mentoring and career development opportunities to help teammates learn, grow, and thrive.

Additional Information

We’re committed to an inclusive, fair, and transparent hiring process. We are an equal opportunity employer and celebrate diversity. If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact [e-mail].

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.

EEO statement: We’re committed to creating an inclusive, fair, and transparent hiring process.

London, England, United Kingdom