Director, Customer Success
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Job Description
Director of Customer Success managing a team to enhance client value at Gainsight. Developing strategies for customer success and collaborating with cross-functional teams for optimal results.
Responsibilities:
- Develop and communicate a customer success strategy that aligns with evolving GTM strategies and company objectives
- Manage and inspire a team of Customer Success Managers focused on Gainsight’s largest accounts
- Bring new ways of leveraging technology (AI and automation) to influence team effectiveness and customer value
- Establish and monitor key metrics and performance indicators (KPIs) to assess customer health and team performance
- Provide consultative guidance to customers
- Work closely with Sales, Product, Marketing, and Support teams to ensure seamless customer journeys
- Cultivate a culture of collaboration and excellence within the Customer Success team
Requirements:
- 8+ years of experience in customer success, account management, or related fields
- at least 5 years in a leadership role managing and developing high-performing teams
- proven experience working with global customers
- demonstrated ability to navigate ambiguity and adapt to changing strategies
- strong analytical skills
- ability to coach and develop senior-level talent
- track record of success in driving customer retention, satisfaction, and expansion in a B2B SaaS environment
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
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