Strategic Engagement Manager

Gainsight•USA - TN - Remote, SC

2d•Remote

About The Position

We’re looking for a full-time Strategic Engagement Manager to join our Services team reporting to the Senior Manager, Technical Services. This role is a remote role based in the United States. In this role, you’ll play a key role in driving strategic impact for Gainsight’s most complex global client partnerships by leading large-scale programs, aligning executive stakeholders, and delivering measurable business outcomes. This is a great opportunity for someone who thrives in highly complex, matrixed environments and enjoys working cross-functionally with teams like Solution Architects, Technical Account Managers, Customer Account Managers, and Customer Success Managers. The ideal candidate brings strong skills in enterprise program management, executive stakeholder engagement, and cross-functional leadership.

Requirements

Bachelors Degree (or equivalent experience) and/or 10 years of related experience.
10+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success.
Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments.
Strong communication, presentation, and consultative skills for technical, business, and executive audiences.
Executive-level stakeholder management and advisory experience (C-suite engagement required).
In-depth knowledge of both waterfall and agile project management methodologies and tools.
Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization.
Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms.
Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite).
Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence.

Nice To Haves

Project Management certification (PMP, PRINCE2, or equivalent) preferred.
Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce).
Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR).

Responsibilities

Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value.
Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction.
Execute multi-workstream software and services projects for existing customers at a program level.
Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy.
Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial.
Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings.
Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment.
Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion.
Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts.
Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership.
Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends.