About This Role:

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.

What We're Looking For:

• 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.

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 $130,000 - $145,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight's equity program.
• 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: