Job Description:
About Gainsight:Gainsight is the 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 Manager, UX Design to join our Product team reporting to the SVP, Product management. This role is hybrid based out of our Wroclaw, Poland location.
In this role, you’ll play a key role in shaping the user experience for our emerging products by defining the design vision, establishing best practices, and ensuring intuitive, high-impact experiences. This is a great opportunity for someone who thrives in a fast-paced, collaborative environment and enjoys working cross-functionally with global teams like engineering, product management, customer success, and executive stakeholders. The ideal candidate brings strong skills in UX strategy & vision, design execution & leadership, cross-functional collaboration, and process & innovation.
What You'll Do:Define and drive the user experience vision for three core SaaS products, ensuring consistency, usability, and scalability.
Advocate for user-centered design principles while balancing technical constraints and business goals.
Incorporate AI-driven workflows and agent-based interactions into product experiences, ensuring seamless automation and intelligent assistance.
Collaborate with product management to align UX strategy with roadmap priorities, customer needs, and AI-driven enhancements.
Lead and mentor a small UX team, providing guidance on design best practices, user research, and interaction design.
Develop and maintain a robust design system that ensures consistency across products, optimizes usability, and streamlines collaboration with engineering.
Create and refine wireframes, prototypes, and high-fidelity designs that integrate both standard UX patterns and AI-powered interactions.
Partner with engineering to ensure scalability of design components and adherence to accessibility standards.
Work closely with global engineering teams to ensure smooth design handoff and implementation.
Partner with product managers, customer success, and leadership to prioritize UX improvements.
Gather and incorporate feedback from users, stakeholders, and customer research.
Establish UX workflows, tools, and best practices to improve design efficiency.
Drive continuous usability testing to validate design decisions.
Stay updated on industry trends to keep our products at the forefront of UX innovation.
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:6-8 years of related experience, 3-4 years of management experience (or supervisory equivalent), and a Bachelors degree (or equivalent experience), required. Preference given to candidates with 5+ years of UX/UI design experience, with at least 2 years in a leadership role.
Proven experience designing for complex SaaS products in a B2B environment.
Strong expertise in user research, interaction design, and usability testing.
Experience working with AI-driven experiences, automation, or agent-based workflows.
Proficiency in Figma, Sketch, or equivalent design tools.
Experience managing small teams, mentoring designers, and establishing design processes.
Ability to work effectively with distributed/global engineering teams across different time zones.
Strong communication and stakeholder management skills.
Familiarity with front-end development principles (HTML, CSS, React knowledge is a plus).
Experience working in customer success, CRM, or enterprise SaaS platforms, preferred.
Understanding of accessibility standards (WCAG, ADA compliance), preferred. Experience integrating AI-driven UX patterns in SaaS applications, preferred.
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 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!
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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’re applying for a role through an Employer of Record (EOR) or independent B2B contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to independent B2B contractors.
Job Description Summary
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What We Do
Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do.
