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 Senior Technical Project Manager to join our services team reporting to the Senior Manager, Technical Delivery. This role is a remote role based in the United States.

In this position, you’ll play a key role in Gainsight. You will be responsible for the successful planning and execution of technical projects for our customers. You will be deeply embedded within the customer's account team, serving as the project leader and technical liaison to ensure key initiatives are delivered.

This is a great opportunity for someone who thrives in a customer-facing, implementation-focused environment and enjoys working cross-functionally with teams like Customer Success Managers, Sales, and Solutions Consultants to deliver complex projects on time and within scope. The ideal candidate brings strong skills in technical project management, stakeholder management, and managing complex software implementations.

What You'll Do:

Gainsights Professional Services team partners with customers to build tailored solutions helping customers achieve their vision. We collaborate to understand our customer needs, deliver results, and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers. As a Technical Project Manager, you will be responsible for:

• Project Planning and Execution:

  • Develop detailed project plans that define clear objectives, timelines, milestones, and resources for migration and community initiatives.

  • Establish and enforce project guardrails to manage scope, resources, and timelines effectively.

• Workstream Management:

  • Identify, create, and manage workstreams, ensuring all aspects of the project are coordinated and aligned with overall goals.

  • Facilitate communication across teams to maintain alignment and momentum.

• Operational Cadence:

  • Establish an operating cadence with regular project updates, status meetings, and stakeholder communications to ensure transparency and accountability.

• Process Documentation and Optimization:

  • Analyze existing processes, document them comprehensively, and recommend optimizations to enhance efficiency and visibility.

  • Ensure documentation is user-friendly and accessible for both internal teams and end-users.

• Stakeholder Engagement and Collaboration:

  • Collaborate with cross-functional teams, including IT, Design, Strategy, and Marketing, to ensure cohesive execution and delivery.

  • Serve as the primary point of contact for stakeholders, addressing concerns and facilitating solutions.

• Risk and Issue Management:

  • Identify potential risks and issues early, developing strategies for mitigation and resolution to ensure project success.

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 may require occasional travel (10–15%) for customer onsite engagements, and for team meetings, training, or company events.

What We're Looking For:

Must-have skills or experience:

• Bachelors Degree in Project Management, Business Administration, or a related field and/or 8 years of related experience

• Advanced degree or certification (e.g., PMP, Agile) is a plus.

• Proven experience (5+ years) managing projects, ideally within an online community or digital platform context.

• Strong familiarity with online community platforms and an understanding of community management principles.

• Excellent organizational, analytical, and problem-solving skills.

• Exceptional written and oral communication skills, with the ability to document and communicate complex processes clearly.

• Proficiency in project management tools and software (e.g., MS Project, Asana, Trello).

• Experience in process improvement methodologies, such as Lean or Six Sigma, is advantageous.

• Ability to work independently and as part of a team, demonstrating initiative and leadership capabilities.

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 value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $100,000 – $137,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.