Manage approximately five clients in Gainsight's Strategic Accounts segment.
Proactively manage risks and foster adoption and outcomes that lead to renewals, expansions, and advocacy.
Provide mentorship and leadership, serving as a reliable resource for other team members.
Develop and lead strategic client partnerships to drive transformative outcomes.
Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle.
Act as a trusted advisor and thought leader on advanced use cases and best practices.
Cultivate deep executive-level relationships within client organizations.
Architect and deliver high-impact customer deliverables.
Drive cross-functional initiatives to identify strategic opportunities and present comprehensive innovative solutions.

Over 10 years of progressive experience in Customer Success, with a proven record of managing strategic accounts and driving significant business outcomes.
Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies.
Skilled in mentoring and coaching others on these practices.
Extensive experience with highly complex, enterprise-level products.
Prefers C-level engagement, with a proven ability to build and maintain strong relationships.
Exceptional skill in navigating and leading through ambiguity.
Proven leadership in cross-functional collaboration with Sales, Product, Marketing, and Services.
Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities.
Experienced in developing and delivering executive-level presentations and strategic recommendations.

Principal Customer Success Manager

Key skills