Gainsight

Customer Success Manager

Gainsight

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • Rhode Island • United States

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Salary

💰 $105,000 - $120,000 per year

About the role

  • 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

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
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementConsultingGainsightSaaSData AnalysisValue RealizationUpsellCross-sellRenewal Management
Soft Skills
Relationship ManagementCommunicationProblem-solvingCustomer-first MindsetCollaborationStakeholder EngagementEfficiencyPersonalizationAction BiasGoal Alignment