Manager, Customer Success
New
G
GainsightSaaS Customer Success
This role is a remote role based in the USA.Full-TimeManager
Salary$130,000 - $145,000 USD annually
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Job Details
- Experience
- 7+ years of relevant experience in Customer Success or account management, with at least 3 years in a people management role
- Required Skills
- Artificial IntelligencePeople ManagementSalesforceCustomer SuccessAccount ManagementData analytics
Requirements
- 7+ years of relevant experience in Customer Success or account management.
- At least 3 years in a people management role.
- Bachelor's degree or equivalent combination of education and experience.
- 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.
- Occasional travel (up to 15%) for team meetings, training, or company events.
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.
- 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.
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