Customer Success Manager

Gainsight

17d • $105,000 - $120,000 • Remote

About The Position

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 Customer Success Manager to join our Customer Success team reporting to the Director of Customer Success. This role is a remote role based in The United States. In this role, you’ll play a key role in driving measurable customer outcomes and long-term growth across a portfolio of Enterprise accounts by enabling adoption, mitigating risk, and delivering value at scale through efficient, relationship-driven engagement. This is a great opportunity for someone who thrives in a fast-paced SaaS environment and enjoys working cross-functionally with teams like Sales, Product, and Support to deliver a cohesive customer experience. The ideal candidate brings strong skills in customer relationship management, data-driven adoption and value realization, and balancing efficiency with personalized engagement across multiple accounts.

Requirements

• 4–7 years of experience in Customer Success, Account Management, Consulting, or another client-facing role
• Proven track record managing a set of accounts, ideally in the SaaS or technology industry
• Strong relationship management and communication skills, with ability to engage mid-level to senior stakeholders
• Experience driving adoption and value realization using technology and data
• Ability to balance efficiency with personalization across multiple accounts
• Strong problem-solving skills with a bias for action and customer-first mindset

Nice To Haves

• Direct, hands-on experience as a Gainsight user, ideally as a CSM leveraging the platform to drive adoption, outcomes, and retention. Candidates with direct Gainsight platform experience will be strongly preferred
• Familiarity with SaaS business models, subscription renewals, and expansion strategies
• Experience working cross-functionally with Sales, Product, and Services teams

Responsibilities

• Work with a defined set of customers to ensure adoption, outcomes, and retention
• Partner with customers to define success criteria, align on business objectives, and create actionable success plans
• Promote adoption of Gainsight solutions and ensure customers realize measurable ROI
• Monitor account health, proactively address risks, and manage renewal motions in partnership with Sales
• Identify upsell/cross-sell opportunities and collaborate with Account Executives to capture growth
• Use Gainsight technology, automation, and playbooks to streamline engagement while maintaining a human-first experience
• Share customer insights with Product, Support, and Services; advocate for customer needs internally
• Lead periodic reviews with customers to demonstrate value, align on goals, and strengthen relationships
• Partner closely with Sales, Product, and Support to deliver a cohesive customer experience
• This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
• This role will require occasional travel for team meetings, training, or company events.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed