Customer Success Manager

Gainsight is an AI-powered retention engine behind the world’s most customer-centric companies. The Customer Success Manager will drive measurable customer outcomes and long-term growth across a portfolio of Enterprise accounts by enabling adoption, mitigating risk, and delivering value at scale through efficient, relationship-driven engagement.

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. Candidates with direct Gainsight platform experience will be strongly preferred
• Familiarity with SaaS business models, subscription renewals, and expansion strategies
• Experience working cross-functionally with Sales, Product, and Services teams