Manager, Customer Success

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee, mentor, and cultivate a team of Customer Success Managers.

• Promote a high-performance environment focused on empowerment, creativity, and collective success.

• Take ownership of portfolio-level retention and growth objectives.

• Recognize risks and opportunities for growth by utilizing health scoring, usage signals, and insights generated by AI.

• Advocate for Gainsight’s AI tools and platform to enhance personalized customer engagement at scale.

• Guide the team in providing proactive, data-informed customer outcomes.

• Collaborate with CSMs to create and implement customer success strategies aligned with measurable business results.

• Develop and refine scalable retention and risk-mitigation initiatives.

• Work in partnership with Sales, Product, Marketing, and Support teams.

• Track team and portfolio performance through dashboards and reporting metrics.

• Leverage AI-generated insights to inform prioritization, resource allocation, and coaching discussions.

• Promote the adoption of Gainsight’s internal tools, methodologies, and AI-enhanced workflows.

• Report directly to the Chief Customer Officer.

⛳️ Requirements

• A minimum of 7 years of relevant experience in Customer Success or account management.

• At least 3 years of experience in a management role.

• Bachelor's degree or an equivalent combination of education and experience is required.

• Proven success in managing retention and growth targets across a portfolio of B2B SaaS accounts.

• Strong skills in coaching and team development.

• Demonstrated capability to build and expand distributed teams.

• Experience with data and Customer Success platforms, including Gainsight and Salesforce.

• Comfort in utilizing AI tools and applying data-driven insights.

• Experience in a scaled or pooled Customer Success model managing high-volume account portfolios (preferred).

• Familiarity with Gainsight's product suite, including Gainsight CS, Staircase AI, Community, Skilljar, or PX (preferred).

• Proven ability to develop or enhance digital engagement programs utilizing automation and AI (preferred).

• Position is based in the USA.

• Occasional travel of up to 15% may be required.

🏝️ Benefits

• Eligibility for an annual bonus.

• Participation in Gainsight’s equity program.

• Full coverage of medical premiums for employees (employee-only).

• Flexible paid time off (PTO).

• 401(k) retirement plan.

• Dental and vision insurance coverage.

• Options for remote work.

• $10,000 lifetime fertility stipend.

• Access to coworking spaces globally.

• Dedicated Recharge Holidays — one long weekend each quarter.

• Opportunities for mentoring and career development.