Principal Customer Success Manager

🕒 August 7

🏄 California – Remote

🏄 California – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 21%

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

• Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences • Quantify, deliver, and strategically communicate client ROI throughout the customer lifecycle • Act as a trusted advisor and thought leader on advanced use cases and Customer Success best practices • Cultivate executive-level client relationships • Proactively identify and mitigate strategic risks • Architect and deliver presentations, strategic process innovations, and executive-level strategy recommendations • Use Gainsight technology to establish and track client goals, objectives, and success metrics • Drive cross-functional initiatives to identify strategic opportunities and risks and develop innovative client solutions • Provide strategic intelligence on client business needs to influence internal strategy and leadership decisions • Collaborate with Account Executives on cross-sell, upsell, and renewal opportunities • Represent Gainsight as a Customer Success industry expert at client interactions, events, and online communities • Travel occasionally for team meetings, training, customer meetings, or company events

🎯 Requirements

• Over 10 years of progressive experience in Customer Success • Proven record of managing strategic accounts and driving significant business outcomes • Minimum of 3 years of experience managing >$1M ARR account(s) • Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies • Skilled in mentoring and coaching others on Customer Success practices • Extensive experience with highly complex, enterprise-level products • Deep understanding of technical solutions and ability to articulate their value to executive stakeholders • Proven ability to build and maintain C-level relationships • Ability to translate executive priorities into actionable strategic initiatives • Ability to drive measurable ROI at scale • Exceptional skill navigating and leading through ambiguity • Experience designing and implementing scalable processes • Experience driving strategic decision-making and managing crisis situations • Proven leadership in cross-functional collaboration across Sales, Product, Marketing, and Services • Demonstrated Customer Success industry thought leadership through events, publications, or communities • Experience developing and delivering executive-level presentations and strategic recommendations • Data-driven understanding of client business needs

🏖️ 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