Customer Success 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 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.

What You'll Do: 

• 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.

What We're Looking For: 

• 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-have skills or experience:

• 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

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a c