[Hiring] Customer Success Manager @Gainsight

Role Description

We’re looking for a full-time Manager, Customer Success to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the USA.

In this role, you'll drive customer retention and revenue growth across a portfolio of accounts by leading and developing a team of Customer Success Managers (CSM). This is a great opportunity for someone who thrives in a fast-paced, data-driven environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action.

What You'll Do

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture centered on empowerment, creativity, and winning together.
• Own portfolio-level retention and expansion targets, proactively identifying risks and growth opportunities across the team's book of business using health scoring, usage signals, and AI-generated insights.
• Champion the use of AI tools and Gainsight's platform to scale personalized customer engagement, coaching your team to move from reactive account management to proactive, data-driven customer outcomes.
• Partner with CSMs to develop and execute customer success plans that connect Gainsight solutions to measurable business outcomes, positioning the team as strategic value managers rather than relationship managers alone.
• Develop and iterate on scalable programs to improve retention and mitigate risk, demonstrating operational excellence in process design, analytical thinking, and cross-functional problem solving.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to advocate for customers and drive alignment on shared goals.
• Monitor team and portfolio performance through dashboards and reporting; use AI-generated insights to guide prioritization, resource allocation, and coaching conversations.
• Drive consistent adoption of Gainsight's internal tools, methodologies, and AI-assisted workflows across the team to ensure scalability and repeatability.
• This role may require occasional travel (up to 15%) 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.

Qualifications

• 7+ years of relevant experience in Customer Success or account management, with at least 3 years in a people management role; bachelor's degree or equivalent combination of education and experience required.
• Proven track record managing retention and growth targets across a portfolio of B2B SaaS accounts.
• Strong coaching and development skills, with demonstrated ability to build and grow distributed teams.
• Experience using data and CS platforms (e.g., Gainsight, Salesforce) to manage team performance, customer health, and proactive engagement.
• Comfort working with AI tools and applying data-driven insights to drive team and customer decisions.

Nice-to-have skills or experience

• Experience in a scaled or pooled CS model managing high-volume account portfolios.
• Familiarity with Gainsight's product suite, including Gainsight CS, Staircase AI, Community, Skilljar, or PX.
• Demonstrated ability to build or iterate on digital engagement programs that leverage automation and AI to deliver personalized customer experiences at scale.

Benefits

• The starting base salary range for this role is $130,000 - $145,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location.
• This role is eligible for an annual bonus and participation in Gainsight’s equity program.
• 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.
• Dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

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 [email protected] .

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.