Gainsight · 5 days ago
Principal Customer Success Manager
United States
Full-time
Remote
Lead/Staff
10+ years expGainsight is the AI-powered retention engine behind the world’s most customer-centric companies. They are seeking a Principal Customer Success Manager to drive long-term customer growth and advocacy within Gainsight’s Strategic Accounts by building trusted executive partnerships and leading outcomes that drive renewals and expansion.
AnalyticsInformation TechnologySaaSSoftware
Responsibilities
Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences for both client organizations and their customers
Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle, demonstrating significant business impact and value creation
Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices, thereby influencing industry trends and client strategies
Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an unparalleled end-to-end customer journey
Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that directly align with and advance senior executive priorities and goals
Leverage Gainsight technology to establish and track sophisticated client goals, objectives, and success metrics, driving alignment and accountability for shared success
Drive cross-functional initiatives within Gainsight to identify strategic opportunities and risks and to develop and present comprehensive innovative solutions to clients
Serve as a primary source of strategic intelligence on client business needs, providing actionable insights that influence internal strategy and leadership decisions
Collaborate strategically with Account Executives to identify and capitalize on significant cross-sell and upsell opportunities, ensuring seamless renewals and maximizing client value
Represent Gainsight as a recognized industry expert and thought leader in customer interactions, high-profile industry and corporate events, and online communities, thereby enhancing Gainsight's brand influence
Qualification
Required
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, showcasing a deep understanding of technical solutions and the ability to articulate their value to executive stakeholders
Prefers C-level engagement, with a proven ability to build and maintain strong relationships, translate intricate executive priorities into actionable strategic initiatives, and drive measurable ROI at scale
Exceptional skill in navigating and leading through ambiguity, designing and implementing scalable processes, driving strategic decision-making, and effectively managing crisis situations with composure and decisiveness
Proven leadership in cross-functional collaboration, fostering alignment across Sales, Product, Marketing, and Services to achieve optimal customer outcomes and strategic business objectives
Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities, and influencing best practices
Experienced in developing and delivering executive-level presentations and strategic recommendations, supported by data-driven insights and a deep understanding of client business needs
Benefits
Comprehensive benefits package including 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
Company
Gainsight
Gainsight is a technology company that offers a range of software for optimizing the customer experience and improving product analytics.
1001-5000 employees
H1B Sponsorship
Gainsight has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (1)
2022 (2)
2021 (5)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
$156.25MKey Investors
Lightspeed Venture PartnersInsight PartnersBessemer Venture Partners
2020-11-30Acquired
2017-05-09Series E· $52M
2015-11-12Series D· $50M
Leadership Team
Nick Mehta
Board of Directors and Special Advisor to the CEO
Mickey Alon
CTO and Founder of Gainsight PX
Recent News
2026-01-13
Morningstar.com
2025-11-03
Company data provided by crunchbase