Customer Success Manager

 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 Customer Success Manager to join our Customer Success team, reporting to the Sr. Manager, Customer Success. This role is a remote role based in the United States.

In this role, you’ll play a key role in driving the success and growth of our enterprise customers by helping them realize and expand the value of their Gainsight Customer Communities investment. This is a great opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys working cross-functionally with teams like Product, Professional Services, and Customer Success. The ideal candidate brings strong skills in strategic account management, value-based customer engagement, and guiding clients through complex business transformations.

What You'll Do: 

Value Realization & Strategic Growth

• Lead strategic engagements with enterprise customers, ensuring communities deliver measurable impact tied to customer KPIs and executive priorities.

• Build and maintain evolving Success Plans that track goals, adoption milestones, and value metrics across the customer lifecycle.

• Identify and recommend opportunities for community expansion, innovation, and alignment with broader business objectives.

• Partner with customers to apply best practices that accelerate growth and maturity, from early-stage communities to scaled, industry-leading programs.

Customer Advocacy & Influence

• Drive community advocacy by highlighting customer success stories and enabling executive-level visibility into outcomes.

• Create opportunities for customers to showcase success via events, webinars, case studies, and analyst references.

• Strengthen Gainsight’s market presence by fostering relationships that generate references, peer-to-peer influence, and NPS growth.

Executive Partnership & Success Planning

• Serve as the senior trusted advisor and primary point of contact for executive stakeholders.

• Develop and deliver Executive Business Value Reviews (BVRs) to articulate ROI, provide insights, and guide strategic decisions.

• Work with sales counterparts on account strategy, uncovering growth opportunities, and driving long-term expansion.

• Share customer feedback with product, services, and go-to-market teams to influence roadmap and delivery.

Operational Excellence

• Manage a portfolio of enterprise customers with a proactive, strategic approach.

• Lead executive-level discussions, roadmap vision sessions, and community planning workshops.

• Identify potential risks and lead resolution strategies in partnership with internal stakeholders.

• Leverage Gainsight tools and methodologies to track success, measure impact, and communicate results.

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: 

Must have skills and experience:

• 8+ years of account management or customer success experience, with a strong focus on enterprise clients and strategic outcomes.

• Demonstrated expertise in online communities, customer engagement, or digital customer experience.

• Proven ability to quantify business value and align community outcomes with executive-level priorities.

• Excellent presentation, communication, and storytelling skills tailored to executive audiences.

• Strong organizational and analytical skills with the ability to uncover insights and trends using data.

• Passion for helping customers grow and transform their business through community.

• Ability to collaborate in a fast-paced, cross-functional environment.

• Up to 25% travel as needed.

• Experience working with large communities across multiple phases of growth: startup, mature, and industry-leading.

• Creative, strategic self-starter who can originate and drive improvement.

• BA/BS degree preferred.

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 $105,000 – $125,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. 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.