[Hiring] Principal Customer Success Manager @Gainsight

Role Description

We’re looking for a full-time Principal Customer Success Manager to join our CS team reporting to the VP, Customer Success. This role is a remote role based in The United States of America.

In this role, you’ll play a key role in driving long-term customer growth and advocacy within Gainsight’s Strategic Accounts by:

• Building trusted executive partnerships
• Delivering measurable ROI
• Leading outcomes that drive renewals and expansion

This is a great opportunity for someone who thrives in a fast-paced, strategic, customer-facing environment and enjoys working cross-functionally with teams like Sales, Product, and Executive Leadership. The ideal candidate brings strong skills in:

• Strategic account management
• Executive-level communication
• Customer success leadership
• Data-driven value storytelling

Qualifications

• Over 10 years of progressive experience in Customer Success
• Expert-level knowledge of Customer Success best practices
• Extensive experience with highly complex, enterprise-level products
• Prefers C-level engagement
• Exceptional skill in navigating and leading through ambiguity
• Proven leadership in cross-functional collaboration
• Demonstrated thought leadership in the Customer Success industry
• Experienced in developing and delivering executive-level presentations

Requirements

• Manage approximately five clients in Gainsight's Strategic Accounts segment
• Proactively manage risks and foster adoption and outcomes
• Provide mentorship and leadership to team members
• Develop and lead strategic client partnerships
• Quantify, deliver, and strategically communicate ROI for clients
• Act as a trusted advisor and thought leader
• Cultivate deep executive-level relationships within client organizations
• Architect and deliver high-impact customer deliverables
• Leverage Gainsight technology to track client goals and success metrics
• Drive cross-functional initiatives within Gainsight
• Collaborate strategically with Account Executives
• Represent Gainsight as a recognized industry expert

Benefits

• Starting base salary range: $155,000 - $165,000 USD annually
• 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
• Remote work options
• $10,000 lifetime fertility stipend
• Access to coworking spaces around the globe
• Dedicated Recharge Holidays - one long weekend each quarter