Job Description:

• Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences for both client organizations and their customers.
• Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle, demonstrating significant business impact and value creation.
• Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices, thereby influencing industry trends and client strategies.
• Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an unparalleled end-to-end customer journey.
• Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that directly align with and advance senior executive priorities and goals.
• Leverage Gainsight technology to establish and track sophisticated client goals, objectives, and success metrics, driving alignment and accountability for shared success.
• Drive cross-functional initiatives within Gainsight to identify strategic opportunities and risks and to develop and present comprehensive innovative solutions to clients.
• Serve as a primary source of strategic intelligence on client business needs, providing actionable insights that influence internal strategy and leadership decisions.
• Collaborate strategically with Account Executives to identify and capitalize on significant cross-sell and upsell opportunities, ensuring seamless renewals and maximizing client value.
• Represent Gainsight as a recognized industry expert and thought leader in customer interactions, high-profile industry and corporate events, and online communities, thereby enhancing Gainsight's brand influence.

• Over 10 years of progressive experience in Customer Success, with a proven record of managing strategic accounts and driving significant business outcomes.
• Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies. Skilled in mentoring and coaching others on these practices.
• Extensive experience with highly complex, enterprise-level products, showcasing a deep understanding of technical solutions and the ability to articulate their value to executive stakeholders.
• Prefers C-level engagement, with a proven ability to build and maintain strong relationships, translate intricate executive priorities into actionable strategic initiatives, and drive measurable ROI at scale.
• Exceptional skill in navigating and leading through ambiguity, designing and implementing scalable processes, driving strategic decision-making, and effectively managing crisis situations with composure and decisiveness.
• Proven leadership in cross-functional collaboration, fostering alignment across Sales, Product, Marketing, and Services to achieve optimal customer outcomes and strategic business objectives.
• Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities, and influencing best practices.
• Experienced in developing and delivering executive-level presentations and strategic recommendations, supported by data-driven insights and a deep understanding of client business needs.

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