Note: The job is a remote job and is open to candidates in USA. Gainsight is an AI-powered retention engine and customer success platform serving customer-centric companies. The Manager, Customer Success will lead and develop a team of Customer Success Managers while driving customer retention and revenue growth across a portfolio of accounts through data-driven strategies, AI-assisted engagement, and cross-functional collaboration.
Responsibilities
- 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
Skills
- This role is a remote role based in the USA
- 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
- 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
- Annual bonus eligibility
- Participation in Gainsight’s equity program
- 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 to relax and reset
- Mentoring and career development opportunities
Company Overview
Company H1B Sponsorship