Director, Customer Success

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 Director, Customer Success to join our Customer Success team  reporting to the VP, Customer Success. This role is a remote role based in The United States. 

In this role, you’ll play a key role in driving growth, retention, and long-term value across our highest-value customers by leading and scaling our Strategic CSM team and ensuring clients fully realize the impact of our solutions. This is a great opportunity for someone who thrives in a fast-paced, growth-oriented environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in customer success leadership, commercial acumen, and strategic, data-driven decision-making.

What You'll Do: 

• Strategic Vision & Flexibility: Develop and communicate a customer success strategy that aligns with evolving GTM strategies and company objectives. Adapt this strategy to address shifting customer needs and internal changes, ensuring consistent success outcomes.

• Lead, Mentor, and Scale: Manage and inspire a team of Customer Success Managers focused on Gainsight’s largest accounts, driving exceptional and consistent process, value realization, and client success, even through periods of change.

• Innovation: Bring new ways of leveraging technology (AI and automation) to influence team effectiveness and customer value. 

• Data-Driven Insights: Establish and monitor key metrics and performance indicators (KPIs) to assess customer health, team performance, and product adoption. Understand underlying CS metrics (e.g., CAC, LTV, NRR) to focus on efficient growth and recommend strategic investment asks as part of annual planning.

• Consultative Approach: Provide consultative guidance to customers, helping them leverage the Gainsight platform to meet their goals. Lead the team in offering technical support, ensuring customers can optimize their use of the Gainsight platform and resolve any challenges quickly.

• Navigate Ambiguity: Demonstrate the ability to work through levels of ambiguity as the company transitions through GTM changes. Maintain focus on customer outcomes, ensuring that changes in internal strategy do not disrupt the customer experience.

• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure seamless customer journeys, from onboarding to adoption, and to resolve any customer challenges swiftly and effectively. Drive alignment between these teams during GTM transitions.

• Demand Excellence: Cultivate a culture of collaboration, learning, and excellence within the Customer Success team. Drive accountability and provide ongoing coaching, mentoring, and professional development to build a high-performing, customer-centric team.

• Escalations: Serve as a trusted advisor to our most strategic enterprise customers, proactively addressing their challenges, both consultative and technical, and aligning their success with Gainsight’s solutions.

• Industry Leadership: Stay current with customer success best practices, industry trends, and evolving customer needs. Use this knowledge to innovate and develop the Customer Success function, including optimizing the Gainsight platform to serve our enterprise customers better.

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 25%+ travel for team meetings, customer meetings, training, or company events.

What We're Looking For: 

• 8+ years of experience in customer success, account management, or related fields, with at least 5 years in a leadership role managing and developing