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 Associate Instructional Designer to join our Customer Service team  reporting to the Director of Global Education Services. This role is a remote role based in The USA. 

In this role, you’ll play a key role in enhancing Gainsight’s Education Services impact by creating engaging and effective eLearning content that transforms complex product information into accessible learning experiences for customers. This is a great opportunity for someone who thrives in a creative and fast-paced learning environment and enjoys working cross-functionally with teams like subject matter experts and senior instructional designers. The ideal candidate brings strong skills in instructional design, video production, and content writing.

What You’ll Do: 

• Work with subject matter experts (SMEs) and senior Instructional Designers to produce eLearning and training videos primarily for our customers.
• Develop video scripts and course outlines for review with SMEs and colleagues.
• Transform recorded webinars and written resources into engaging self-paced eLearning courses, containing a variety of multimedia including video, simulations, voice over, slides, exercises, knowledge checks, etc.
• Revise content based on feedback, LMS data analytics, and SME input.
• Leverage Gainsight resources (internal webinars, release notes, SMEs, etc.) to keep current on product changes.
• Ensure learning content is current (aligned with product or best practice changes), high quality, and engaging.
• Write effective instructional text, video scripts, and instructional graphics.
• Leverage AI to expedite content development, research, and revision.

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: 

• 2+ years of relevant experience building online learning content for SaaS companies.
• Experience with curriculum development applications and/or video production tools such as Camtasia, Articulate 360, or Captivate.
• Background or degree/certificate focused on instructional design, curriculum development, communications, or education.  
• Experience leveraging AI tools to accelerate content development, generate assessments, etc.
• Strong spoken and written English communication skills.
• Understanding of the ADDIE development model or similar frameworks.
• The ability to thrive in a rapidly changing environment.
• Ability to work independently and manage time effectively.

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. 

• The starting base salary range for this role is $60,000 – $68,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location.
• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. 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 let the recruiting team know. 

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.