VP, Global Support – Technical Success

🔥 0 minutes ago

🏰 Missouri, Rhode Island, +3 more states – Remote

🏰 Missouri – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $225k - $255k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

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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

• Own the end-to-end customer support experience, from the moment a customer raises an issue through to resolution • Deliver fast, consistent resolutions at scale • Turn customer problems into permanent fixes • Establish and manage cross-functional SLOs with Engineering, Product, and Services • Lead, develop, and retain a team of regional support managers and specialists across US, Europe, and Hyderabad • Own support health metrics, CSAT, first response time, resolution time, escalation rate • Partner with the CS leadership team on the Staircase alert framework

🎯 Requirements

• 10–15 years of relevant experience in support, technical services, or customer operations leadership • bachelor’s degree in a relevant field (or equivalent combination of education and experience) • demonstrated track record leading global support teams (US + India or similar distributed model) • hands-on experience building or scaling AI-powered support operations, including knowledge base management, AI-assisted routing, and self-service tooling • experience managing escalation frameworks at scale • strong data orientation • able to build and present support health dashboards, surface trend analysis, and translate metrics into strategic decisions

🏖️ 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 to relax and reset