Principal Customer Success Manager

Gainsight

Principal Customer Success Manager responsible for strategic account management at Gainsight. Driving customer growth, advocacy, and collaboration across teams in a remote role.

Posted 5/1/2026full-timeRemote • California • 🇺🇸 United StatesLead💰 $155,000 - $165,000 per yearWebsite

About the role

Key responsibilities & impact

Manage approximately five clients in Gainsight's Strategic Accounts segment.
Proactively manage risks and foster adoption and outcomes that lead to renewals, expansions, and advocacy.
Provide mentorship and leadership, serving as a reliable resource for other team members.
Develop and lead strategic client partnerships to drive transformative outcomes.
Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle.
Act as a trusted advisor and thought leader on advanced use cases and best practices.
Cultivate deep executive-level relationships within client organizations.
Architect and deliver high-impact customer deliverables.
Drive cross-functional initiatives to identify strategic opportunities and present comprehensive innovative solutions.

Requirements

What you’ll need

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.
Prefers C-level engagement, with a proven ability to build and maintain strong relationships.
Exceptional skill in navigating and leading through ambiguity.
Proven leadership in cross-functional collaboration with Sales, Product, Marketing, and Services.
Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities.
Experienced in developing and delivering executive-level presentations and strategic recommendations.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Successstrategic account managementretention strategiesexpansion strategiesadoption strategiesadvocacy strategiesexecutive-level presentationsstrategic recommendationscross-functional collaborationmentoring

Soft Skills

leadershipcommunicationrelationship buildingnavigating ambiguitythought leadershipmentorshipproactive managementstrategic thinkingclient advocacyteam collaboration