Principal Customer Success Manager

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

📋 Description

• Develop and spearhead strategic partnerships with clients to achieve transformative results and outstanding experiences.

• Measure, deliver, and convey client ROI throughout the entirety of the customer journey.

• Provide guidance to clients on advanced use cases and best practices in Customer Success.

• Cultivate executive-level relationships with clients while managing and mitigating strategic risks.

• Design and present strategic process innovations, alongside executive-level recommendations.

• Utilize Gainsight technology to set and monitor client goals, objectives, and success metrics.

• Lead cross-functional teams to uncover opportunities and risks, presenting innovative solutions for clients.

• Offer strategic insights into client business needs to shape internal strategies and leadership decisions.

• Collaborate with Account Executives on opportunities for cross-selling, upselling, and renewals.

• Act as a thought leader in Customer Success for Gainsight during client engagements, industry events, corporate gatherings, and online communities.

• Occasionally travel for team meetings, training sessions, customer interactions, or company events.

⛳️ Requirements

• Over 10 years of progressive experience in the field of Customer Success.

• Demonstrated success in managing strategic accounts and driving substantial business results.

• At least 3 years of experience managing accounts with an annual recurring revenue exceeding $1M.

• Expert understanding of Customer Success best practices, including strategies for retention, expansion, adoption, and advocacy.

• Capability to mentor and coach others in Customer Success methodologies.

• Extensive experience with complex, enterprise-level products.

• Profound comprehension of technical solutions and the ability to communicate their value to executive stakeholders.

• Proven ability to cultivate and sustain relationships at the C-level.

• Skill in translating executive priorities into actionable strategic initiatives and achieving measurable ROI at scale.

• Exceptional aptitude for navigating uncertainty, designing scalable processes, making strategic decisions, and managing crises.

• Proven leadership in fostering collaboration across Sales, Product, Marketing, and Services teams.

• Demonstrated thought leadership in Customer Success through participation in industry events, publications, or community engagements.

• Experience in developing and delivering executive-level presentations and strategic recommendations supported by data-driven insights.

• Ability to work remotely from within the United States.

🏝️ Benefits

• Eligibility for annual bonuses

• Participation in Gainsight’s equity program

• Full coverage of medical premiums for employees only

• Flexible paid time off (PTO)

• 401(k) retirement plan

• Coverage for dental and vision health

• 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

• A hiring process that is inclusive, fair, and transparent

• Reasonable accommodations available for candidates who need them