Senior Technical Project Manager

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 Senior Technical Project Manager to join our services team  reporting to the Senior Manager, Technical Delivery. This role is a remote role based in the United States.

In this position, you’ll play a key role in Gainsight. You will be responsible for the successful planning and execution of technical projects for our customers. You will be deeply embedded within the customer's account team, serving as the project leader and technical liaison to ensure key initiatives are delivered.

This is a great opportunity for someone who thrives in a customer-facing, implementation-focused environment and enjoys working cross-functionally with teams like Customer Success Managers, Sales, and Solutions Consultants to deliver complex projects on time and within scope. The ideal candidate brings strong skills in technical project management, stakeholder management, and managing complex software implementations.

What You'll Do: 

Gainsights Professional Services team partners with customers to build tailored solutions helping customers achieve their vision. We collaborate to understand our customer needs, deliver results, and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers. As a Technical Project Manager, you will be responsible for:

• Project Planning and Execution:

  • Develop detailed project plans that define clear objectives, timelines, milestones, and resources for migration and community initiatives.

  • Establish and enforce project guardrails to manage scope, resources, and timelines effectively.

• Workstream Management:

  • Identify, create, and manage workstreams, ensuring all aspects of the project are coordinated and aligned with overall goals.

  • Facilitate communication across teams to maintain alignment and momentum.

• Operational Cadence:

  • Establish an operating cadence with regular project updates, status meetings, and stakeholder communications to ensure transparency and accountability.

• Process Documentation and Optimization:

  • Analyze existing processes, document them comprehensively, and recommend optimizations to enhance efficiency and visibility.

  • Ensure documentation is user-friendly and accessible for both internal teams and end-users.

• Stakeholder Engagement and Collaboration: 

  • Collaborate with cross-functional teams, including IT, Design, Strategy, and Marketing, to ensure cohesive execution and delivery. 

  • Serve as the primary point of contact for stakeholders, addressing concerns and facilitating solutions.

• Risk and Issue Management: 

  • Identify potential risks and issues early, developing strategies for mitigation and resolution to ensure project success.

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 may require occasional travel (10–15%) for customer onsite engagements, and for team meetings, training, or company events.

What We're Looking For: 

Must-have skills or experience:

• Bachelors Degree in Project Management, Business Administration, or a related field and/or 8 years of related experience

• Advanced degree or certification (e.g., PMP, Agile) is a plus.

• Proven experience (5+ years) managing projects, ideally within an online community or digital platform context.

• Strong familiarity with online community platforms and an understanding of community management principles.