Senior 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 Senior Customer Success Manager to join our Customer Success team  reporting to the Senior 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 customer success and long-term retention across strategic accounts by delivering proactive, value-focused engagements. This is a great opportunity for someone who thrives in a fast-paced, outcomes-driven SaaS environment and enjoys working cross-functionally with teams like Sales, Product, Support, and Services. The ideal candidate brings strong skills in customer strategy, value realization, and stakeholder management.

What You'll Do: 

• Own the end-to-end customer lifecycle for a portfolio of mid-to-large accounts, driving adoption, outcomes, renewals, and expansion

• Partner with customers to define success criteria, align on business objectives, and build actionable, outcome-oriented success plans

• Proactively monitor customer health, identify risks and opportunities, and lead mitigation and renewal strategies in partnership with Sales

• Quantify and communicate customer value and ROI through business reviews, executive-ready presentations, and ongoing success metrics

• Drive adoption of Gainsight solutions by advising customers on best practices, use cases, and optimization opportunities

• Collaborate cross-functionally with Sales, Product, Support, and Services to deliver a cohesive, high-impact customer experience

• Share customer insights internally to influence product direction, services strategy, and go-to-market improvements
   

Travel Requirement: This role may require occasional travel (up to ~15%) for customer meetings, team events, or company offsites.

What We're Looking For: 

• 7–10 years of relevant experience in Customer Success, Account Management, Consulting, or a related client-facing role

• Proven experience managing complex SaaS accounts and driving adoption, outcomes, and renewals
  Strong ability to build and maintain relationships with senior stakeholders and influence decision-making

• Demonstrated success using data and technology to measure customer health, communicate value, and guide strategy

• Comfort leading value-based conversations with executive stakeholders

Nice-to-have skills:

• Hands-on experience using Gainsight as a CSM

• Experience supporting enterprise or upper mid-market customers in a subscription-based SaaS environment

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 $120,000 – $130,000 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.