Manager, Customer Success

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $130k - $145k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 $52M Series E - Gainsight on 2017-05

SaaS • B2B • Enterprise

Gainsight is a SaaS company that provides a unified Customer Success platform and related products to help businesses retain, expand, and drive product adoption with their customers. Its offerings include Gainsight CS (customer success), Product Experience (in-app engagements and analytics), Customer Communities, Skilljar (customer education), and AI-powered agents and services (Staircase AI, Agent Studio, Gainsight MCP) that surface insights and automate customer success workflows. Gainsight positions itself as an enterprise-focused, AI-native solution for post-sales teams, emphasizing retention-as-a-service, integrated customer data, and scalability for CSMs and product teams.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers • Foster a high-performance culture centered on empowerment, creativity, and winning together • Own portfolio-level retention and expansion targets • Identify risks and growth opportunities using health scoring, usage signals, and AI-generated insights • Champion Gainsight’s AI tools and platform to scale personalized customer engagement • Coach the team to deliver proactive, data-driven customer outcomes • Partner with CSMs to develop and execute customer success plans tied to measurable business outcomes • Develop and iterate scalable retention and risk-mitigation programs • Collaborate with Sales, Product, Marketing, and Support • Monitor team and portfolio performance through dashboards and reporting • Use AI-generated insights to guide prioritization, resource allocation, and coaching conversations • Drive adoption of Gainsight’s internal tools, methodologies, and AI-assisted workflows • Report to the Chief Customer Officer

🎯 Requirements

• 7+ years of relevant experience in Customer Success or account management • At least 3 years in a people management role • Bachelor's degree or equivalent combination of education and experience required • Proven track record managing retention and growth targets across a portfolio of B2B SaaS accounts • Strong coaching and development skills • Demonstrated ability to build and grow distributed teams • Experience using data and CS platforms such as Gainsight and Salesforce • Comfort working with AI tools and applying data-driven insights • Experience in a scaled or pooled CS model managing high-volume account portfolios (nice to have) • Familiarity with Gainsight's product suite, including Gainsight CS, Staircase AI, Community, Skilljar, or PX (nice to have) • Demonstrated ability to build or iterate on digital engagement programs leveraging automation and AI (nice to have) • Role is based in the USA • May require occasional travel up to 15%

🏖️ Benefits

• Annual bonus eligibility • Participation in Gainsight’s equity program • 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 • Mentoring and career development opportunities