Principal Customer Marketing 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 Principal Marketing Manager to join our Marketing team  reporting to the SVP, Strategy & Market Development. This role is a remote role based in The United States. 

In this role, you’ll play a key role in driving growth and retention through customer trust by building and scaling global advocacy and executive engagement programs that turn successful customers into influential market champions. This is a great opportunity for someone who thrives in a high-visibility, fast-paced, and ambiguous environment and enjoys working cross-functionally with teams like Sales, Product Marketing, Customer Success, and executive leadership. The ideal candidate brings strong skills in customer advocacy strategy, executive-level stakeholder engagement, and operationalizing high-impact customer storytelling at scale.

What You'll Do: 

• Advocacy Operations: Inform the strategy and execution of our global customer recognition and advocacy ecosystem, ensuring a steady pipeline of advocates ready to support Marketing, Sales, and Product initiatives.

• Executive Engagement Programs: Operationalize and manage high-touch initiatives, including the Executive Sponsor Program and Customer Advisory Boards (CAB), to foster strategic alignment between our leadership and top-tier accounts.

• High-Impact Customer Evidence: Orchestrate the end-to-end production of customer success stories, video testimonials, and case studies that demonstrate tangible ROI and support key market narratives.

• Market Reputation & Peer Reviews: Drive our third-party review strategy on critical platforms (e.g., Gartner Peer Insights, G2), ensuring our brand reputation remains a market leader through authentic customer voices.

• Sales & Revenue Influence: Partner with Sales and Customer Success to scale our reference and referral programs, directly impacting deal velocity and providing validated social proof during the sales cycle.

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: 

• 8+ years of relevant experience in Customer Marketing, Advocacy, or Strategic Marketing and a Bachelor’s degree (or equivalent combination of education and experience), required.

• Executive Presence: Proven ability to interface with and influence C-suite stakeholders, both internally and externally.

• Strategic Storytelling: A sharp ability to extract compelling, ROI-driven narratives from complex customer implementations.

• Operational Mindset: Experience building and scaling repeatable processes and playbooks for global programs.
   

Nice-to-have skills or experience:

• Gainsight Proficiency: Hands-on experience using the Gainsight platform to drive customer engagement or advocacy workflows.

• AI Innovation: Experience leveraging AI-powered tools to scale content production or customer sentiment analysis.

• Event Production: Experience managing marquee in-person and virtual customer events.

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