Customer Success Manager

Location: Greater London

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 .

About This Role:

We’re looking for a full-time Customer Success Manager (EMEA) to join our Customer Success team reporting to the RVP, Solutions Consulting & Customer Success. This role is a hybrid role based out of our G  - London  this role, you'll play a key role in driving measurable outcomes for Gainsight's clients by serving as a strategic advisor and trusted partner throughout the customer lifecycle.

This is a great opportunity for someone who thrives in a fast-paced, client-centric environment and enjoys working cross-functionally with teams like Sales, Product, Marketing, and Services. The ideal candidate brings strong skills in Customer Success strategy, executive stakeholder management, and delivering business value through complex, technology-driven solutions.

What You'll Do:

Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers

Identify, deliver, and communicate ROI for our clients, throughout the customer lifecycle

Drive the creation and execution of Success Plans that align to measurable business outcomes, ensuring consistent tracking and accountability against customer goals.

Serve as the customer’s trusted partner on use-case and Customer Success industry best practices

Build relationships with key stakeholders in the customer’s organisation to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns

Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Gainsight is aligned with their priorities and goals

Lead impactful Executive Business Reviews (EBRs) that communicate progress toward outcomes, demonstrate ROI, and strengthen executive alignment.

Partner with customers to identify and amplify success stories, case studies, and references that highlight measurable business outcomes.

Use data and insights from Gainsight and other sources to anticipate customer needs, identify adoption trends, and proactively mitigate risk

Work cross-functionally within Gainsight to identify opportunities and risks, and to present recommendations and solutions to the customer

Serve as an important source for information regarding the customer’s business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership

Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals

Represent Gainsight as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities

This role may require occasional domestic and international travel up to 30% for customer and 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.

What We're Looking For:

3+ years of related experience in Customer Success. Be sure to tell us about any Gainsight University or Pulse+ certifications or courses you have taken.

World class understanding of Customer Success concepts, best practices, and execution strategies

Significant experience driving success with customers using complex products

Natural curiosity and a continuous learning mindset to understand customer challenges, uncover insights, and explore innovative ways to deliver value.

Expertise interfacing and communicating effectively with C-level executives, in order to…