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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 Technical Migration Consultant to join our Customer Success team reporting to the Director, Technical Services. This role is a hybrid role based out of our specific Hyderabad, India.
In this role, you’ll play a key role in helping customers successfully transition their training programs from Northpass (CE) to Skilljar by serving as a trusted platform expert who guides them through post-migration configuration, validation, and launch. You’ll work closely with multiple customers simultaneously to ensure their migrated learning environments are correctly configured, optimized, and ready for learners—while helping them understand how to navigate differences between platforms. This is a great opportunity for someone who thrives in a fast-paced, customer-facing SaaS environment and enjoys working cross-functionally with teams like Customer Success, Support, Product, and Engineering. The ideal candidate brings strong skills in LMS or SaaS platform administration, technical troubleshooting (HTML/CSS/JavaScript and APIs), and clear customer communication.
What You'll Do:
The content migration itself is automated. Your job is everything that comes after - and the guidance along the way.
Guiding customers through post-migration configuration: After migration runs, there's real work to do: building out catalog pages, configuring groups and access control, setting up email communications, activating certificate templates, applying basic branding, and testing the learner experience before go-live. Customers need someone who knows this platform and can walk them through it efficiently.
Answering platform questions with authority: When a customer asks why their learning path structure looks different, why a certificate isn't triggering, or how to set up enrollment codes for a partner group - you know the answer. If you don't, you know exactly where to find it and come back fast.
Spotting and resolving friction points: Not everything maps perfectly from CE to Skilljar. Freeform learning paths with VILT items, optional/elective path content, group membership logic - these are places where the platforms differ and customers need to make a decision. You flag these proactively, explain the options clearly, and help them move forward without getting stuck.
Reviewing migrated content alongside customers: You'll walk through migrated courses, lessons, quizzes, and learner data with clients to verify everything landed correctly and help them understand what to look for during their validation window.
Managing the engagement scope: You'll know when a request falls inside the engagement and when it doesn't - and you'll be able to redirect clearly and professionally without leaving the customer feeling abandoned.
Troubleshooting and escalating when needed: Most issues you'll resolve yourself. When something genuinely requires engineering or product involvement, you know when to escalate and how to document it clearly.
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 occasional travel for team meetings, training, or company events.
What We're Looking For:
Platform fluency - LMS experience strongly preferred, not required. Skilljar experience is ideal. Experience administering another LMS (Northpass/CE, Docebo, Litmos, Thought Industries, LearnUpon, or similar) is a strong signal. But we're also open to candidates who have gone deep on any complex SaaS platform in an admin or support capacity - someone who understands content hierarchies, user management, access control, and configuration logic can ramp on Skilljar with the right onboarding. What we're not looking for is someone who has only been a learner or a casual user.
Technical knowledge: 1 - 4 years of practical experience with JavaScript, HTML, and CSS. Proficiency in at least one programming language (e.g., Node.js, Python, Java, C#) with a strong understanding of Object-Oriented Programming (OOP) principles is a must. Solid technical skills covering databases, data integration processes, SaaS platforms are considered relevant. Solid understanding of Web services, APIs and Webhooks.
A track record of making technical things understandable: You've worked directly with customers - not just tickets, but real conversations - and you're good at meeting people where they are. You can explain why something works the way it does without either dumbing it down or burying them in jargon.
Experience managing multiple engagements simultaneously: This is a scaled delivery role. You've managed a queue of customers or accounts at the same time and have systems for keeping things from falling through the cracks. You triage well, communicate proactively, and don't need a dedicated PM to stay on top of your work.
Knows how to stay in their lane without losing the customer: You've been in situations where a customer asked for more than the engagement covers, and you handled it well - redirected them clearly, pointed them in the right direction, and kept the relationship intact. That's a skill, and it matters here.
Clear, professional English communication: You'll be working with global customers where English is the working language, often asynchronously. Your written communication is clear, concise, and professional. In live video sessions, you're comfortable presenting and facilitating.
Nice-to-have skills or experience:
Experience specifically with Skilljar administration
Familiarity with LMS data concepts: enrollment imports, completion records, certificate issuance, learner data CSVs
Background in SaaS Customer Success, Technical Support, or Professional Services
Conceptual familiarity with SSO (SAML/OAuth) and CRM integrations at the level needed to advise a client, not execute
Experience working asynchronously with global customers from an India-based team - time zone management, async documentation habits, knowing when to write vs. when to call
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.
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!
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.