VP, Global Support & Technical Success

Gainsight•Jefferson City, MO

3d•$225,000 - $255,000•Remote

About The Position

We’re looking for a full-time VP, Global Support & Technical Success to join our Support team reporting to the Chief Customer Officer. This role is a remote role based in the USA. In this role, you'll play a key role in protecting Gainsight's customer base and gross revenue retention by leading a world-class global support organization that resolves customer issues quickly, scales intelligently through AI, and surfaces systemic patterns back to the business. This is a great opportunity for someone who thrives in a high-velocity, AI-native environment and enjoys working cross-functionally with teams like Customer Success, Product, Engineering, and Technical Services. The ideal candidate brings strong skills in global support operations leadership, AI-driven tooling and knowledge management, and cross-functional escalation management.

Requirements

10–15 years of relevant experience in support, technical services, or customer operations leadership, with a bachelor’s degree in a relevant field (or equivalent combination of education and experience), required.
Demonstrated track record leading global support teams (US + India or similar distributed model) with strong operational outcomes on CSAT, SLA, and resolution metrics.
Hands-on experience building or scaling AI-powered support operations, including knowledge base management, AI-assisted routing, and self-service tooling (e.g., Zendesk, Forethought, or equivalent platforms).
Experience managing escalation frameworks at scale, including triage protocols, cross-functional SLO negotiation with Engineering and Product, and cohort-level issue resolution.
Strong data orientation. Able to build and present support health dashboards, surface trend analysis, and translate metrics into strategic decisions for a CCO and ELT audience.

Nice To Haves

Experience supporting a SaaS CS or CX platform (Gainsight, Salesforce, Zendesk, or similar) or deep familiarity with the customer success software market.
Familiarity with Staircase AI, Gainsight Health Scores, or similar early warning signal frameworks used in B2B customer health monitoring.
Track record building internal escalation team charters, operating models, or cross-functional alignment processes at a VP level in a PE-backed or high-growth environment.

Responsibilities

Own the end-to-end customer support experience, from the moment a customer raises an issue through to resolution, with the goal that every customer leaves an interaction feeling heard, helped, and confident in Gainsight. CSAT is the team’s north star metric, and this role is accountable for continuously improving it.
Lead a fully operational AI-powered support model, including knowledge base management, intelligent routing, and AI-assisted triage, so customers get accurate answers quickly, regardless of their tier, time zone, or complexity of their issue.
Partner with the Technical Escalations team to ensure that recurring issues affecting multiple customers are identified as cohort-level patterns, not treated as one-off tickets, and fed back to Product and Engineering so the underlying cause gets resolved.
Establish and manage cross-functional SLOs with Engineering, Product, and Services, ensuring that when a customer’s issue requires action from another team, there are clear commitments and no customer falls through the cracks.
Lead, develop, and retain a team of regional support managers and specialists across US, Europe, and Hyderabad, creating a culture where the customer experience drives every decision, and every teammate feels ownership over the outcome.
Own support health metrics, CSAT, first response time, resolution time, escalation rate, and use them to surface customer pain signals to the CCO and ELT, ensuring leadership always has a clear picture of where customers are struggling and what’s being done about it.
Partner with the CS leadership team on the Staircase alert framework to ensure that customers showing early signs of friction get proactive attention, not just reactive response, with clear visibility into which signals are being actively managed.
This role may require occasional travel (up to 20%) for team meetings, training, or company events.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.