Strategic Engagement Manager

🕒 May 22

🔔 Pennsylvania, Rhode Island, +3 more states – Remote

🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $150k - $160k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gainsight is a leader in the field of Customer Success Platforms, recognized in the 2024 Gartner® Magic Quadrant. It offers a comprehensive suite of products designed to enhance customer engagement, drive retention, and expand business growth. Gainsight's platform provides real-time, AI-powered insights across customer interactions, enables digital-led strategies for customer success, and enhances user adoption through in-app engagements and product analytics. The company aims to consolidate customer data, align business teams, and create efficient customer communities. With a focus on scaling customer journeys using AI while maintaining human elements, Gainsight serves a wide range of industries through its customer success management solutions.

📋 Description

• Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value. • Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction. • Execute multi-workstream software and services projects for existing customers at a program level. • Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy. • Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial. • Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings. • Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment. • Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion. • Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts. • Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership. • Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends. • This role may require occasional travel (20%) for customer onsite meetings, team meetings, training, or company events.

🎯 Requirements

• Bachelors Degree (or equivalent experience) and/or 10 years of related experience • 10+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success • Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments • Strong communication, presentation, and consultative skills for technical, business, and executive audiences • Executive-level stakeholder management and advisory experience (C-suite engagement required) • In-depth knowledge of both waterfall and agile project management methodologies and tools • Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization • Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms • Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite) • Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence. • Project Management certification (PMP, PRINCE2, or equivalent) preferred • Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) • Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR)

🏖️ Benefits

• Fully covered medical premiums (employee-only) • Flexible PTO • 401(k) plan • Dental and vision coverage • Remote work options • $10,000 lifetime fertility stipend • Access to coworking spaces around the globe • Dedicated Recharge Holidays - one long weekend each quarter