Principal Strategic Engagement Manager

<p><b><i>We’re building the AI-driven future of customer success, from retention to growth!</i></b></p><p><br/><span>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 </span><a href="https://www.gainsight.com/#" rel="noopener noreferrer" target="_blank"><u>the link</u></a><span>. </span></p><p></p><p></p><p><b><i>About This Role:</i></b></p><p></p><p><span>We’re looking for a full-time </span>Principal Strategic Engagement Manager<span> to join our Customer Implementation team  reporting to the Sr. Director, Technical Services Delivery. This is a hybrid role based out of our Wroclaw, Poland location.</span></p><p></p><p><span>In this Principal-level role, you’ll drive strategic direction and lasting impact for Gainsight’s largest and most complex global client partnerships. You’ll serve as a senior member on the Professional Services Team, delivering business-critical programs, advising executive stakeholders, and shaping best-in-class delivery practices. This is an outstanding opportunity for a strategic thinker who thrives in highly complex, matrixed environments, influencing both internal and external teams at the highest levels.  Internally, you will work most closely with our services delivery team members (Solution Architects (SAs), Technical Account Managers (TAMs), Technical Architects (TAs), etc.) on project execution, but you will also need to enjoy and thrive working cross-functionally with our Customer Account Managers (CAMs) and Customer Success Managers (CSMs) to partner and plan with them to drive long-term customer strategy and outcomes. The ideal candidate brings exceptional skills in enterprise program management, executive stakeholder partnership, and cross-functional leadership.</span></p><p></p><p><b><i>What You'll Do:</i><i> </i></b></p><p></p><p><span>Lead the delivery and governance of Gainsight’s most complex and high-value global account programs, ensuring strategic alignment, transformation, and commercial outcomes across multiple client organizations.</span></p><ul><li><p><span>Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value.</span></p></li><li><p><span>Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction.</span></p></li><li><p><span>Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy.</span></p></li><li><p><span>Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial.</span></p></li><li><p><span>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.</span></p></li><li><p><span>Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment.</span></p></li><li><p><span>Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion.</span></p></li><li><p><span>Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts.</span></p></li><li><p><span>Serve as a visible leader and mentor within the Professional Services <span>organization—coaching,</span> developing, and elevating program management excellence and thought leadership.</span></p></li></ul><p></p><p><i>This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.</i></p><p></p><p><b><i>What We're Looking For: </i></b></p><p></p><p>Must-have skills or experience:</p><ul><li><p><span>10+ years of relevant experience in enterprise program or project management, professional services, management consulting, or customer success, with a track record of managing global, strategic accounts. Bachelor’s degree required; advanced degree (e.g., MBA, MS in Engineering) or equivalent experience preferred.</span></p></li><li><p><span>Demonstrated success leading large service contract programs with Fortune 500 clients, including experience with multi-year, mul