Manager, Customer Success

We’re building the AI-driven future of customer success, from retention to growth!

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 Customer OS 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.

We’re looking for a full-time Manager, Customer Success to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the USA.

In this role, you'll drive customer retention and revenue growth across a portfolio of accounts by leading and developing a team of Customer Success Managers (CSM). This is a great opportunity for someone who thrives in a fast-paced, data-driven environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action.

• 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, positioning the team as strategic value managers rather than relationship managers alone.
• 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.
• Drive consistent adoption of Gainsight's internal tools, methodologies, and AI-assisted workflows across the team to ensure scalability and repeatability.

This role may require occasional travel (up to 15%) for team meetings, training, or company events. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

• 7+ years of relevant experience in Customer Success or account management, with at least 3 years in a people management role; bachelor's degree or equivalent combination of education and experience required.
• 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.

• Experience in a scaled or pooled CS model managing high-volume…