[Hiring] Customer Success Manager @Gainsight

Role Description

The Customer Success Manager or Client Outcomes Manager (COM) will be joining our fast-growing EMEA Customer Success team responsible for delivering massive value to our customers located across the globe. On a day to day basis, the COM manages client engagements and works in tight partnership with the Client to do the following:

• Set strategic direction in Client’s use of Gainsight to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices.
• Facilitate setting outcomes and measurable objectives with the Client (“success criteria”).
• Hold Client and Gainsight accountable to delivering against success criteria.
• Engage across the Client's organization and work cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions.
• Facilitate conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight product.
• Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success.

Qualifications

• Advanced or fluent in English Language (Writing, reading & speaking).
• BA/BS Degree or licenciatura.
• 3+ years of recent technical experience is required using technologies such as Salesforce or other CRM and handling technical support cases for a B2B SaaS company.
• 4+ years of recent experience in Professional Services/Consulting/Customer Success.
• Experience working with cross-functional teams within a customer organization to support a joint outcome.
• Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must.
• Passion for customer success & excellence.

Requirements

• Passion for Gainsight Values of Golden Rule, Success for All and Childlike Joy.
• Thrive in a fast-paced environment with ability to prioritize and multi-task on the fly.
• Resourcefulness, creativity and strategic thinking for troubleshooting problems.
• Self-motivated and self-directed; Fast learner.
• Strong English communication and documentation skills.
• Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently.
• Strong attention to detail and documentation.
• Comfortable in supporting and working with global customers across many time zones.

Benefits

• We’ve created a new industry from scratch, and we’re on the fast track!
• We offer the leading tech solution for driving Customer Success.
• Reduce customer churn, increase up-sell, and improve customer satisfaction.
• Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
• We help our customers make millions of dollars more per year.
• Big companies like Box, Adobe, Marketo, and many others.
• Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
• Our unique values: Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends.
• If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Company Description

Gainsight is a rapidly growing, venture-backed tech company revolutionizing Customer Success for businesses around the world. Our comprehensive, end-to-end Customer Success platform empowers organizations to grow faster by reducing churn, increasing upsell opportunities, and fostering strong customer advocacy.

We are proud to be recognized by Forbes as one of the top 100 private cloud companies globally, celebrated by Inc. Magazine as one of America's fastest-growing private companies, and honored by Fortune Magazine as one of the great workplaces in tech.

At Gainsight, we place a strong emphasis on diversity and inclusion within our core values. We promote a culture that celebrates individuality and inclusivity, welcoming all individuals regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical ability, veteran status, or age.