Customer Success Manager
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Job Description
Customer Success Manager at Gainsight enabling client adoption and retention across a portfolio of Enterprise accounts. Achieving measurable outcomes through data-driven strategies and cross-functional collaboration.
Responsibilities:
- Work with a defined set of customers to ensure adoption, outcomes, and retention
- Partner with customers to define success criteria, align on business objectives, and create actionable success plans
- Promote adoption of Gainsight solutions and ensure customers realize measurable ROI
- Monitor account health, proactively address risks, and manage renewal motions in partnership with Sales
- Identify upsell/cross-sell opportunities and collaborate with Account Executives to capture growth
- Use Gainsight technology, automation, and playbooks to streamline engagement while maintaining a human-first experience
- Share customer insights with Product, Support, and Services; advocate for customer needs internally
- Lead periodic reviews with customers to demonstrate value, align on goals, and strengthen relationships
- Partner closely with Sales, Product, and Support to deliver a cohesive customer experience
Requirements:
- 4–7 years of experience in Customer Success, Account Management, Consulting, or another client-facing role
- Proven track record managing a set of accounts, ideally in the SaaS or technology industry
- Strong relationship management and communication skills, with ability to engage mid-level to senior stakeholders
- Experience driving adoption and value realization using technology and data
- Ability to balance efficiency with personalization across multiple accounts
- Strong problem-solving skills with a bias for action and customer-first mindset.
- Direct, hands-on experience as a Gainsight user, ideally as a CSM leveraging the platform to drive adoption, outcomes, and retention
- Familiarity with SaaS business models, subscription renewals, and expansion strategies
- Experience working cross-functionally with Sales, Product, and Services teams
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
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