Strategic Engagement Manager

Role Overview

• Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value.\n
• Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction.\n
• Execute multi-workstream software and services projects for existing customers at a program level.\n
• Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy.\n
• Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial.\n
• Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings.\n
• Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment.\n
• Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion.\n
• Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts.\n
• Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership.\n
• Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends.\n
• This role may require occasional travel (20%) for customer onsite meetings, team meetings, training, or company events.

Requirements

• Bachelors Degree (or equivalent experience) and/or 10 years of related experience\n
• 10+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success\n
• Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments\n
• Strong communication, presentation, and consultative skills for technical, business, and executive audiences\n
• Executive-level stakeholder management and advisory experience (C-suite engagement required)\n
• In-depth knowledge of both waterfall and agile project management methodologies and tools\n
• Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization\n
• Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms\n
• Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite)\n
• Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence.\n
• Project Management certification (PMP, PRINCE2, or equivalent) preferred\n
• Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce)\n
• Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR)

Tech Stack

• PMP

Benefits

• Fully covered medical premiums (employee-only)\n
• Flexible PTO\n
• 401(k) plan\n
• Dental and vision coverage\n
• Remote work options\n
• $10,000 lifetime fertility stipend\n
• Access to coworking spaces around the globe\n
• Dedicated Recharge Holidays
• one long weekend each quarter