Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do.

Customer Success Manager

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 1,001-5,000Since 2013H1B SponsorCompany Site LinkedIn

Location

Pennsylvania + 4 more

Posted

42 days ago

Salary

$105K - $120K / year

Bachelor Degree4 yrs expEnglish

Job Description

• 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

Job 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
Familiarity with SaaS business models, subscription renewals, and expansion strategies
Experience working cross-functionally with Sales, Product, and Services teams