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 Sr. Manager, Customer Success. This role is a remote role based in the United States.

In this role, you’ll play a key role in driving the success and growth of our enterprise customers by helping them realize and expand the value of their Gainsight Customer Communities investment. This is a great opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys working cross-functionally with teams like Product, Professional Services, and Customer Success. The ideal candidate brings strong skills in strategic account management, value-based customer engagement, and guiding clients through complex business transformations.

What You'll Do: 

Value Realization & Strategic Growth

• Lead strategic engagements with enterprise customers, ensuring communities deliver measurable impact tied to customer KPIs and executive priorities.

• Build and maintain evolving Success Plans that track goals, adoption milestones, and value metrics across the customer lifecycle.

• Identify and recommend opportunities for community expansion, innovation, and alignment with broader business objectives.

• Partner with customers to apply best practices that accelerate growth and maturity, from early-stage communities to scaled, industry-leading programs.

Customer Advocacy & Influence

• Drive community advocacy by highlighting customer success stories and enabling executive-level visibility into outcomes.

• Create opportunities for customers to showcase success via events, webinars, case studies, and analyst references.

• Strengthen Gainsight’s market presence by fostering relationships that generate references, peer-to-peer influence, and NPS growth.

Executive Partnership & Success Planning

• Serve as the senior trusted advisor and primary point of contact for executive stakeholders.

• Develop and deliver Executive Business Value Reviews (BVRs) to articulate ROI, provide insights, and guide strategic decisions.

• Work with sales counterparts on account strategy, uncovering growth opportunities, and driving long-term expansion.

• Share customer feedback with product, services, and go-to-market teams to influence roadmap and delivery.

Operational Excellence

• Manage a portfolio of enterprise customers with a proactive, strategic approach.

• Lead executive-level discussions, roadmap vision sessions, and community planning workshops.

• Identify potential risks and lead resolution strategies in partnership with internal stakeholders.

• Leverage Gainsight tools and methodologies to track success, measure impact, and communicate results.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For: 

Must have skills and experience:

• 8+ years of account management or customer success experience, with a strong focus on enterprise clients and strategic outcomes.

• Demonstrated expertise in online communities, customer engagement, or digital customer experience.

• Proven ability to quantify business value and align community outcomes with executive-level priorities.

• Excellent presentation, communication, and storytelling skills tailored to executive audiences.

• Strong organizational and analytical skills with the ability to uncover insights and trends using data.

• Passion for helping customers grow a