Manager, Customer Success

We’re looking for a full-time Manager, Customer Success to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the USA. In this role, you'll drive customer retention and revenue growth across a portfolio of accounts by leading and developing a team of Customer Success Managers (CSM). This is a great opportunity for someone who thrives in a fast-paced, data-driven environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture centered on empowerment, creativity, and winning together; Own portfolio-level retention and expansion targets, proactively identifying risks and growth opportunities across the team's book of business using health scoring, usage signals, and AI-generated insights; Champion the use of AI tools and Gainsight's platform to scale personalized customer engagement, coaching your team to move from reactive account management to proactive, data-driven customer outcomes; Partner with CSMs to develop and execute customer success plans that connect Gainsight solutions to measurable business outcomes, positioning the team as strategic value managers rather than relationship managers alone; Develop and iterate on scalable programs to improve retention and mitigate risk, demonstrating operational excellence in process design, analytical thinking, and cross-functional problem solving; Collaborate cross-functionally with Sales, Product, Marketing, and Support to advocate for customers and drive alignment on shared goals; Monitor team and portfolio performance through dashboards and reporting; use AI-generated insights to guide prioritization, resource allocation, and coaching conversations; Drive consistent adoption of Gainsight's internal tools, methodologies, and AI-assisted workflows across the team to ensure scalability and repeatability

Requirements

7+ years of relevant experience in Customer Success or account management, with at least 3 years in a people management role; bachelor's degree or equivalent combination of education and experience required; Proven track record managing retention and growth targets across a portfolio of B2B SaaS accounts; Strong coaching and development skills, with demonstrated ability to build and grow distributed teams; Experience using data and CS platforms (e.g., Gainsight, Salesforce) to manage team performance, customer health, and proactive engagement; Comfort working with AI tools and applying data-driven insights to drive team and customer decisions; Strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action

Nice to have

Experience in a scaled or pooled CS model managing high-volume account portfolios; Familiarity with Gainsight's product suite, including Gainsight CS, Staircase AI, Community, Skilljar, or PX; Demonstrated ability to build or iterate on digital engagement programs that leverage automation and AI to deliver personalized customer experiences at scale

Benefits

Fully covered medical premiums (employee-only); Flexible PTO; 401(k) plan; Dental and vision coverage; Remote work options; $10,000 lifetime fertility stipend; Access to coworking spaces around the globe; Dedicated Recharge Holidays - one long weekend each quarter to relax and reset; Mentoring and career development opportunities; Annual bonus; Participation in Gainsight’s equity program