Job Description:

Join Our Team at Gainsight

Who We Are

Gainsight is not just a software company – we’re the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as “The Customer Success Company.” Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day.

Job Description

The Senior Strategic Engagement Manager (SEM) is a pivotal member of Gainsight's professional services team, focusing on driving success with our existing customer base and expanding our solutions into new business units. As an SEM, you will collaborate closely with Customer Success Managers, Customer Account Managers and Solution Architects to drive large-scale customer engagements. Leveraging your expertise in project management, relationship building, and strategic thinking, you will ensure our solutions align with customers’ evolving goals and drive measurable outcomes.

What You'll Do

• Execute Projects: Partner closely with executive-level sponsors, focusing on existing customer engagement, expansion into new business units and delivering on red-account action plans.

• Drive Strategic Account Plans: Collaborate within a broader account team—including customer success managers and customer account managers—to deliver cohesive strategies and outcomes for large enterprise customers.

• Impact Measurable Outcomes: Achieve KPIs related to customer satisfaction/NPS, project delivery timelines and budgets, and company revenue growth and retention

• Utilize Industry-Leading Tools: Leverage CRM systems (e.g., Salesforce), project management software (e.g. Smartsheets), PSA software (e.g. Kantata), and collaboration tools (e.g., Slack, G-Suite) for efficient project execution.

• Track and Manage Project Scope: Develop project plans, track engagement scope, and manage scope changes with change orders as necessary.

• Proactive Risk Management: Identify, communicate, and mitigate implementation risks to ensure client satisfaction and project success.

• Build Long-Term Relationships: Establish and nurture long-term relationships with key customer stakeholders to facilitate trust, advocacy, and upsell opportunities.

• Foster Continuous Improvement: Stay current with industry trends, integrating best practices into project management methodologies.

• Embrace a Customer-Centric Approach: Deeply understand and address customer needs to drive exceptional customer experiences and advocacy.

• Demonstrate Leadership and Influence: Motivate and guide cross-functional teams, negotiating effectively with stakeholders and driving consensus.

Required Skills

• 5+ years of experience managing enterprise-grade customer engagements in professional services, management consulting, or customer success roles.

• Proven record of managing multiple concurrent IT/software projects, with service contract values exceeding $100k.

• Exceptional stakeholder management skills and relationship-building prowess within multi-geographical and complex customer environments.

• Experience in managing expansions and integrations within large accounts, aligning with evolving client needs.

• Strong communication, presentation, and consultative skills, with the ability to engage with technical, business, and VP & C-level stakeholders.

• Proficiency in CRM systems, project management, and collaboration tools.

• Ability to thrive in a dynamic, fast-paced environment, with a passion for continuous learning and excellence.

• Preferably Project Management certified and a BA/BS degree or equivalent.

• Willingness to travel up to 10-15% for customer onsite engagements.

Why You Belong Here

You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you’ll have the freedom to innovate, the support to grow your career, and the chance to make a real impact on thousands of businesses and their customers. We welcome talented people from all backgrounds – whether you build products, close deals, delight clients, or drive strategy, you’ll find an open door and a community that has your back. If you’re ambitious, curious, and ready to bring your whole self to work, come make your mark with us. Let’s build something special together.

At Gainsight, we empower companies to deliver exceptional customer experiences and drive sustainable growth. Our suite of solutions helps businesses connect with their customers at every stage of their journey:

• Customer Success (Gainsight CS) – Tools to help customer success teams drive retention, expand relationships, and turn customers into lifelong advocates.
  

• Relationship Intelligence (Staircase AI, by Gainsight) – Insights that enable teams to proactively strengthen customer relationships and prevent churn.
  

• Product Experience (Gainsight PX) – Solutions that help product teams improve onboarding, drive feature adoption, and create user experiences customers love.
  

• Customer Communities – Dynamic spaces where customers can connect, collaborate, and find the resources they need to succeed.
  

• Customer and Partner Education (Skilljar by Gainsight) – Scalable education platforms that help companies onboard, train, and engage their customers and partners.
  

At every step, we help businesses create deeper connections, deliver more value, and achieve greater growth.

Our Culture

Our culture is what truly sets us apart – we believe you can win in business by being human-first and never saying no to a moment of childlike joy. That means we put people at the heart of everything we do, treating each other with empathy, embracing diversity, and having fun along the way. Five core values guide us: Golden Rule (treat others as you want to be treated), Success for All (win together), Childlike Joy (bring your inner child to work), Shoshin (beginner’s mind, always learning), and Stay Thirsty (keep aiming higher). These values aren’t just posters on a wall – we live them daily, shaping how we build products, support our customers, and celebrate our wins. At Gainsight, we work hard, laugh a lot, and lift each other up every step of the way.

Job Description Summary