Director, Technical Services

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 capability growth, engagement, and retention

• Services margin and delivery efficiency metrics

• Depth and consistency of cross-functional collaboration with CS and Support leadership

Must-Have Skills or Experience:

• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field; or equivalent combination of education and 10–13 years of relevant experience, including 6–8 years in a people management role.

• Proven experience (6+ years) leading technical post-sales teams — such as Solutions Architects, Technical Account Managers, or Professional Services engineers — in a SaaS or technology-driven environment.

• Demonstrated ability to lead large, complex teams across multiple delivery contexts or motions, with a track record of building individual capability and team depth at scale.

• Strong consulting and technical acumen, with the ability to engage credibly on complex customer challenges and guide SA teams in delivering high-impact solutions.

• Deep understanding of customer success and post-sales delivery principles, with experience executing strategies that drive retention and value realization — not just revenue expansion.

• Exceptional communication and stakeholder management skills, with proven ability to operate at executive level both internally and externally.

• Strategic thinker with strong analytical capabilities — able to translate delivery data into insights and adjust team strategy accordingly.

• Able to work independently and through ambiguity

Nice-to-Have Skills or Experience:

• Familiarity with AI, automation, and emerging delivery technologies, with experience applying these to scale SA team output and improve customer outcomes.

• Prior exposure to managing teams across differentiated delivery motions (e.g., implementation vs. ongoing success vs. support-adjacent technical services).

• Experience working in a global SaaS organization with India-based delivery functions, and comfort navigating cross-regional stakeholder dynamics.

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.

• We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. 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 https://www.gainsight.com/company/.

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! https://www.youtube.com/playlist?list=PLB2Z_xLbXPiAcvQr28ggP2CndoSu29zq_

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 contact recruiting@gainsight.com.

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