Gainsight

Manage a portfolio of enterprise accounts to ensure adoption, retention, and growth through relationship management, data analysis, and strategic planning. | Requires 4-7 years in customer success or similar roles, with strong relationship management, SaaS experience, and platform proficiency. | We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link. About This Role: We’re looking for a full-time Customer Success Manager to join our Customer Success team reporting to the Director of Customer Success. This role is a remote role based in The United States. In this role, you’ll play a key role in driving measurable customer outcomes and long-term growth across a portfolio of Enterprise accounts by enabling adoption, mitigating risk, and delivering value at scale through efficient, relationship-driven engagement. This is a great opportunity for someone who thrives in a fast-paced SaaS environment and enjoys working cross-functionally with teams like Sales, Product, and Support to deliver a cohesive customer experience. The ideal candidate brings strong skills in customer relationship management, data-driven adoption and value realization, and balancing efficiency with personalized engagement across multiple accounts. What You'll Do: 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 This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For: 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 Nice-to-have skills or experience: Direct, hands-on experience as a Gainsight user, ideally as a CSM leveraging the platform to drive adoption, outcomes, and retention. Candidates with direct Gainsight platform experience will be strongly preferred Familiarity with SaaS business models, subscription renewals, and expansion strategies Experience working cross-functionally with Sales, Product, and Services teams Why You’ll Love It Here: 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. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. The starting base salary range for this role is $105,000 – $120,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program. We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! If this sounds like the right role for you, we’d love to hear from you. Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know. If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Gainsight helps you grow your business faster and more efficiently with a single product suite that enables you to deliver value to today’s always-on customer at every moment of their journey. With Gainsight’s Customer Communities, Product Experience, Customer Success, and Customer Education products, it’s never been easier to scale your business, grow your revenue, and retain your customers. Winning The Human Way Leading the industry with award-winning software is rewarding. But the best moments—the ones we tell our moms about—happen when we’re together with our customers, colleagues, and partners. Our mission is to prove that you can win in business by being Human-First. For us, that means cultivating innovative ideas, nourishing a deep connection to our communities, introducing industry-defining products, and never saying no to a moment of childlike joy.

Lead and manage global customer recognition, advocacy programs, and content production to enhance customer relationships and brand reputation. | Requires 8+ years in Customer Marketing or Advocacy, experience with C-suite stakeholders, and ability to develop scalable global programs. | Job Description: • Inform the strategy and execution of our global customer recognition and advocacy ecosystem • Operationalize and manage high-touch initiatives, including the Executive Sponsor Program and Customer Advisory Boards (CAB) • Orchestrate the end-to-end production of customer success stories, video testimonials, and case studies • Drive our third-party review strategy on critical platforms (e.g., Gartner Peer Insights, G2) • Partner with Sales and Customer Success to scale our reference and referral programs Requirements: • 8+ years of relevant experience in Customer Marketing, Advocacy, or Strategic Marketing and a Bachelor’s degree (or equivalent combination of education and experience) • Proven ability to interface with and influence C-suite stakeholders, both internally and externally • A sharp ability to extract compelling, ROI-driven narratives from complex customer implementations • Experience building and scaling repeatable processes and playbooks for global programs • Nice-to-have: Hands-on experience using the Gainsight platform to drive customer engagement or advocacy workflows. • Nice-to-have: Experience leveraging AI-powered tools to scale content production or customer sentiment analysis. • Nice-to-have: Experience managing marquee in-person and virtual customer events. 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

Manage and optimize HubSpot and related MarTech stack to improve campaign performance, data quality, and system integrations. | 5+ years of HubSpot experience in enterprise B2B SaaS, with strong technical skills in workflows, integrations, and analytics. | We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link. About This Role: We’re looking for a full-time Senior HubSpot Marketing Administrator & Campaign Analyst to join our Marketing team reporting to the Senior Manager, Campaign Analytics. This role is a remote role based in The United States. In this role, you’ll play a key role in elevating our global go-to-market engine by modernizing, optimizing, and governing a mature HubSpot environment to drive smarter campaigns, higher-quality pipeline, and deeper performance insights. You’ll do this by serving as the technical owner and strategic advisor for HubSpot and the broader MarTech stack—designing scalable automation, improving data quality and attribution, and partnering with Marketing, SDR, Sales, RevOps, and IT to ensure flawless execution across regions. This is a great opportunity for someone who thrives in a highly technical, fast-paced B2B SaaS environment and enjoys working cross-functionally with GTM leadership, campaign owners, sales operations, and security teams. The ideal candidate brings strong skills in HubSpot administration and architecture, marketing automation and analytics, and enterprise-grade data governance and integrations. What You'll Do: • Serve as the primary administrator of our HubSpot Marketing Hub, overseeing configuration, optimization, and day-to-day system health. • Build and manage advanced marketing workflows, nurturing tracks, customer journeys, behavioral triggers, and lifecycle programs. • Create and maintain best-practice campaign structures, templates, and governance frameworks. • Design and optimize web forms, conversion paths, and lead capture experiences across our multiple web properties. • Ensure data quality, deduplication, enrichment, and consistent CRM hygiene across regions and teams. • Represent our larger MarTech stack beyond HubSpot - including 6Sense, Qualified, Pathdactory and more - on matters of corporate IT Strategy and operational excellence • Develop high-quality dashboards, reports, and attribution insights for Marketing, SDR, and Sales leadership - both within Hubspot, and by leveraging Hubspot data in other reporting and analytic environments. • Partner with campaign owners to analyze performance, identify conversion bottlenecks, and recommend optimizations. • Leverage buyer intent signals, lead scoring models, and intent-based segmentation to improve targeting and pipeline creation • Apply HubSpot’s SEO, Customer Journey & content optimization tools to improve organic performance and on-page effectiveness. • Build and enhance enterprise-grade lead scoring frameworks incorporating behavioral, firmographic, and intent data. • Collaborate with Sales Operations, SDR Leadership, and RevOps to optimize lead routing to global sales teams. • Continuously evaluate scoring and routing logic to maximize pipeline quality and speed-to-lead performance. • Own and optimize integrations with key enterprise systems, including Salesforce, PathFactory, 6sense, Qualified, webinar platforms, data enrichment tools, and analytics platforms. • Work closely with IT/Security to ensure deployments meet global security standards and reflect strong access controls. • Manage configuration changes, API-based integrations, and vendor relationships where needed. • Maintain compliance with GDPR, CASL, CAN-SPAM, and other regional regulations. • Implement permissioning, auditing, and security controls to ensure responsible data stewardship. • Lead governance for data retention, lawful basis tracking, double opt-in processes, and global privacy workflows. • Bring a fresh, strategic perspective to how our organization uses HubSpot. • Lead a ground-up modernization effort of our HubSpot deployment—improving structure, automation, governance, and scalability. • Evangelize best practices across marketing, SDR, and sales teams. • Conduct training, documentation, and implementation of new processes that elevate platform excellence This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For: • 5+ years hands-on HubSpot administration experience, ideally in enterprise B2B SaaS environments. • Proven track record managing large-scale email marketing programs, scoring models, routing logic, and workflow architecture. • Deep technical understanding of: • Workflows • Forms & Landing Pages • Campaigns, Lists, Segmentation & Targeting • Reporting & Dashboards • Buyer Intent and Lead Scoring • SEO, Content Optimization, and HubSpot’s Analytics Suite • Experience integrating HubSpot with Salesforce and other enterprise systems. • Strong command of data structures, lifecycle tracking, system governance, and marketing-to-sales handoff models. • A builder’s mindset—excited to design, rearchitect, and optimize a complex HubSpot instance. • Ability to translate business requirements into scalable, elegant technical solutions. Strong communication skills and a collaborative approach with Marketing, SDR, Sales, and RevOps partners. Why You’ll Love It Here: 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. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. • The starting base salary range for this role is $80,000 – $90,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location. •  We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! If this sounds like the right role for you, we’d love to hear from you. Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know. If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.

Manage end-to-end enterprise software implementation projects, coordinate with executive sponsors, develop project plans, track scope and risks, and mentor team members. | Bachelor's degree or equivalent, 5+ years managing enterprise software or professional services projects, strong communication and stakeholder management skills, knowledge of waterfall and agile methodologies, and experience with SaaS platforms preferred. | About Gainsight: Gainsight is the retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link. About This Role: We’re looking for a full-time Strategic Engagement Manager (SEM) to join our Professional Services team, reporting to the SEM Manager. This role is a remote role based in the United States. In this role, you’ll play a key role in driving successful enterprise-level implementations of the Gainsight platform for our customers by owning the end-to-end onboarding and delivery lifecycle. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Sales, Customer Success, Product, and Engineering. The ideal candidate brings strong skills in enterprise project management, stakeholder communication, and enterprise software implementation. What You'll Do: Execute complex software implementation projects while partnering closely with executive-level client sponsors to ensure alignment on scope, timeline, and desired business outcomes. Drive onboarding efforts for new and existing customers, prescribing best-practice recommendations that tie directly to their objectives. Develop and maintain detailed project plans, work breakdown structures, and communication cadences to ensure on-time, on-budget delivery. Track project scope and, when necessary, estimate and execute change orders in partnership with the customer. Produce comprehensive weekly status reports and executive communications to keep internal and external stakeholders informed. Proactively identify project risks and issues, developing and executing mitigation plans to maintain project health. Coach and mentor project team members (often across multiple time zones) to facilitate effective teamwork and knowledge transfer. Contribute to the continuous improvement of Professional Services by creating templates, policies, and tools that scale our delivery capabilities. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. What We're Looking For: Bachelors Degree (or equivalent experience, preferably with Project Management certification (e.g., PMP, PRINCE2) and/or 5 years of related experience 5+ years of experience managing enterprise-grade software implementation or professional services projects, or in a related customer-facing consulting role. Demonstrated success leading cross-functional, geographically dispersed project teams of up to 5 members on engagements valued at $0.5M+. In-depth knowledge of both waterfall and agile project management methodologies and tools. Executive presence with highly developed communication, presentation, and stakeholder-management skills. Proven ability to create structure in ambiguous situations and design effective delivery processes. Experience working with complex, multi-divisional, multi-geographical customers. Up to 10-15% travel for customer onsite meetings. Prior experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) preferred. Exposure to SaaS business models and metrics preferred Why You’ll Love It Here: 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. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. The starting base salary range for this role is $71,000 – $91,200 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location. We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com. If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Gainsight helps you grow your business faster and more efficiently with a single product suite that enables you to deliver value to today’s always-on customer at every moment of their journey. With Gainsight’s Customer Communities, Product Experience, Customer Success, and Customer Education products, it’s never been easier to scale your business, grow your revenue, and retain your customers. Winning The Human Way Leading the industry with award-winning software is rewarding. But the best moments—the ones we tell our moms about—happen when we’re together with our customers, colleagues, and partners. Our mission is to prove that you can win in business by being Human-First. For us, that means cultivating innovative ideas, nourishing a deep connection to our communities, introducing industry-defining products, and never saying no to a moment of childlike joy.

The Senior Director, Digital Customer Success will build and lead a digital-first engagement model to enhance customer experiences across the entire lifecycle. This role involves overseeing strategy and execution in areas such as digital customer success, community engagement, and AI integration. | Candidates should have over 10 years of experience in customer success or digital programs, with a proven track record in leading large-scale digital transformations. Familiarity with AI tools, community-led growth, and metrics-based reporting is essential. | About Gainsight: Gainsight is the retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link. About This Role: We’re looking for a full-time Senior Director, Digital CS to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the United States. In this role, you’ll play a key role in building and leading our digital-first engagement model, enabling scalable, tech-powered customer experiences across the full lifecycle and across our entire customer operating system. This role spans the entire post-sale customer journey, overseeing both strategy and execution across five major domains: Digital Customer Success and Tech-Touch Programs, Community and Education Strategy, Product Experience, AI and Agentic Customer Engagement, and Support Collaboration and Deflection Efficiency. This is a rare opportunity for a senior operator and strategist to lead a modern, data-driven, and AI-augmented approach to Customer Success. You’ll partner deeply with Product, Support, Education, RevOps, and Marketing to execute a unified digital motion. What You'll Do: Build a unified digital CS strategy that scales across all segments and products driving efficiency, retention, and product adoption through digital channels. Design and operationalize tech-touch and hybrid engagement models including digital success planning and lifecycle-based journey orchestration. Embed automation and AI into the customer journey from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudges. Own the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools. Drive community-led success by integrating digital CS with our customer community and education functions supporting peer learning, events, and enablement at scale. Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates. Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Lead a high-performing team of digital CS managers, program owners, and cross-functional partners to deliver outcomes at scale. Drive change management efforts by navigating organizational shifts and executing strategic transformation initiatives across entire Customer Success organization, not limited to digital strategies Develop and mentor leadership talent within the GTM team, with a focus on growing future managers and strengthening organizational depth. Actively engage with Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritization. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. What We're Looking For: 10+ years of experience in CS, digital programs, or scaled operations roles in B2B SaaS Proven track record leading large-scale digital CS transformations (ideally across multiple segments) Familiarity with AI tooling, journey orchestration, and agentic models in CS Strong understanding of community-led growth, customer education, and LMS strategies Experience with metrics-based storytelling and reporting to senior leadership A builder mindset where you bring structure, speed, and clarity to ambiguous problems A strong sense of ownership and urgency; you’re outcome-oriented and scrappy Why You’ll Love It Here: 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. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. The starting base salary range for this role is $154,000-$200,200 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location. We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com. If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Gainsight helps you grow your business faster and more efficiently with a single product suite that enables you to deliver value to today’s always-on customer at every moment of their journey. With Gainsight’s Customer Communities, Product Experience, Customer Success, and Customer Education products, it’s never been easier to scale your business, grow your revenue, and retain your customers. Winning The Human Way Leading the industry with award-winning software is rewarding. But the best moments—the ones we tell our moms about—happen when we’re together with our customers, colleagues, and partners. Our mission is to prove that you can win in business by being Human-First. For us, that means cultivating innovative ideas, nourishing a deep connection to our communities, introducing industry-defining products, and never saying no to a moment of childlike joy.