About the Role
Title: Senior Customer Success Manager
Location: USA – CA
remote type
Remote
locations
USA – CA – Remote
time type
Full time
Job Description:
Job Description:
Why Gainsight?
We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.
At Gainsight, our mission is to be living proof you can win in business while being human-first.
Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, community and education solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers-all of which help increase product adoption, prevent churn, and grow renewals and expansions. Hundreds of companies use our software, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Zendesk. We have offices in the US, UK, Netherlands, Israel, Japan, and India.
Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award for our product and engineering advancements.
Gainsight has also been named one of the top 100 private cloud companies by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.
With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
Job Description
As a Customer Senior Customer Success Manager, you’ll be managing a group of 40 clients in Gainsight’s fast growth segment. Key priorities include proactively managing risk and driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
What You’ll Do
- Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers
- Identify, deliver and communicate ROI for our clients, throughout the customer lifecycle
- Serve as the customer’s trusted partner on use-case and Customer Success industry best practices
- Build relationships with key stakeholders in the customer’s organization to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns
- Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Gainsight is aligned with their priorities and goals
- Use Gainsight technology to capture customer goals, objectives and success metrics and to align with customers on success
- Work cross-functionally within Gainsight to identify opportunities and risks, and to present recommendations and solutions to the customer
- Serve as an important source for information regarding the customer’s business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership
- Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals
- Represent Gainsight as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
What We’re Looking For
- 3+ years of experience in Customer Success. Recent Gainsight experience required
- Deep knowledge of CS best practices – You understand retention, expansion, and adoption strategies inside and out
- Experience working with complex products – You can navigate technical solutions and help customers extract maximum value
- C-level engagement skills – You know how to translate executive priorities into impactful objectives, driving long-term strategy and measurable ROI
- Ability to create structure in ambiguity – You adapt quickly, design scalable processes, and act decisively in urgent situations
- Cross-functional collaboration experience – You work seamlessly with Sales, Product, Marketing, and Services to drive customer outcomes