Strategic Engagement Manager

This is a fully remote position, open to applicants in Pennsylvania, +4 more states.

📋 Description

• Architect, coordinate, and ensure the successful delivery of large-scale, cross-functional initiatives that yield measurable business results and enhance client success along with Gainsight value.

• Guide the creation of scalable program governance, delivery, and measurement strategies, ensuring optimal resource utilization, margin enhancement, and client satisfaction.

• Implement multi-workstream software and services projects for existing clients at a programmatic level.

• Act as an executive sponsor for Gainsight in essential customer forums, executive business reviews, and SteerCo sessions, influencing decisions and fostering customer advocacy.

• Serve as the executive point of escalation for Gainsight, negotiating complex issues and ensuring robust and mutually beneficial client relationships.

• Collaborate with executive sponsors (from both the client and Gainsight) to establish both short and long-term program roadmaps, driving alignment between client business objectives and Gainsight’s offerings.

• Develop and maintain trusted, executive-level relationships within client organizations, championing strategic partnerships and executive alignment.

• Assist in defining long-term account strategies by anticipating changing client business goals and proactively identifying opportunities for value delivery, innovation, and expansion.

• Work with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and promote company-wide alignment for key accounts.

• Act as a visible leader and mentor within the Professional Services organization—coaching, developing, and raising the standard of program management excellence and thought leadership.

• Contribute to the development of Professional Services practices by creating reusable assets, methodologies, and best practices while remaining updated on industry trends.

• This position may necessitate occasional travel (20%) for customer onsite meetings, team gatherings, training, or company events.

⛳️ Requirements

• Bachelor's Degree (or equivalent experience) and/or 10 years of relevant experience.

• Over 10 years of experience managing enterprise-level customer engagements in Professional Services, Management Consulting, or Customer Success.

• Outstanding stakeholder management and relationship-building capabilities within complex, multi-geographical customer environments.

• Excellent communication, presentation, and consultative abilities for technical, business, and executive audiences.

• Experience in managing executive-level stakeholders and providing advisory support (C-suite engagement is required).

• Extensive knowledge of both waterfall and agile project management methodologies and tools.

• Proven expertise in designing and scaling program and project management frameworks or methodologies across a professional services organization.

• Advanced proficiency in program/portfolio management tools, CRM software, and data analytics platforms.

• Familiarity with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite).

• Ability to excel in a dynamic, fast-paced environment and a strong commitment to continuous learning and excellence.

• Project Management certification (PMP, PRINCE2, or equivalent) is preferred.

• Experience in implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce).

• Understanding of SaaS metrics, subscription business models, and change-management frameworks (e.g., Prosci, ADKAR).

🏝️ Benefits

• 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 worldwide.

• Dedicated Recharge Holidays - one long weekend each quarter.