Principal Customer Success Manager

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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 communicate client ROI throughout the customer lifecycle. • Advise clients on advanced use cases and Customer Success best practices. • Build executive-level client relationships and mitigate strategic risks. • Architect and deliver presentations, strategic process innovations, and executive-level recommendations. • Use Gainsight technology to establish and track client goals, objectives, and success metrics. • Lead cross-functional initiatives to identify opportunities and risks and present 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 thought leader at client interactions, industry events, corporate 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 managing strategic accounts and driving significant business outcomes. • Minimum 3 years managing account(s) exceeding $1M ARR. • Expert knowledge of Customer Success best practices, including retention, expansion, adoption, and advocacy strategies. • Ability to mentor and coach 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 and drive measurable ROI at scale. • Exceptional ability to navigate ambiguity, design scalable processes, make strategic decisions, and manage crises. • Proven leadership in cross-functional collaboration across Sales, Product, Marketing, and Services. • Demonstrated Customer Success thought leadership through industry events, publications, or communities. • Experience developing and delivering executive-level presentations and strategic recommendations supported by data-driven insights. • Ability to work remotely from the United States.

🏖️ 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 • Inclusive, fair, and transparent hiring process • Reasonable accommodations for candidates who require them