VP, Global Support & Technical Success

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, orchestrating the customer journey from onboarding to outcomes to advocacy.

VP, Global Support & Technical Success – full‑time, remote (USA). Report to the Chief Customer Officer. Lead a world‑class global support organization that resolves customer issues quickly, scales intelligently through AI, and surfaces systemic patterns back to the business.

• Own the end‑to‑end customer support experience, from issue initiation to resolution, ensuring each interaction feels heard, helped, and confident in Gainsight.
• Improve CSAT continuously, making it the team’s north star metric.
• Deliver fast, consistent resolutions at scale by operating an AI‑powered support model that includes knowledge‑base management, intelligent routing, and AI‑assisted triage.
• Turn customer problems into permanent fixes by partnering with the Technical Escalations team to identify cohort‑level patterns and feed back to Product and Engineering.
• Hold the business accountable to customers by establishing and managing cross‑functional SLOs with Engineering, Product, and Services.
• Build and develop a trusted team of regional support managers and specialists across the US, Europe, and Hyderabad.
• Use data to advocate for customers: own support health metrics, CSAT, first‑response time, resolution time, and escalation rate.
• Catch at‑risk customers before they scale escalations by collaborating on the Staircase alert framework.
• Travel occasionally (up to 20%) for team meetings, training, or company events.

• CSAT scores trending at or above the industry benchmark (top‑quartile for B2B SaaS support), measured quarterly.
• Support‑influenced GRR: documented contribution to retention outcomes through fast resolution, escalation containment, and systemic issue reduction.

• 10–15 years of relevant experience in support, technical services, or customer operations leadership.
• Bachelor’s degree in a relevant field (or equivalent combination of education and experience).
• Track record leading global support teams with strong outcomes on CSAT, SLA, and resolution metrics.
• Hands‑on experience building or scaling AI‑powered support operations (knowledge base management, AI‑assisted routing, self‑service tooling).
• Experience managing escalation frameworks at scale, including triage protocols and cross‑functional SLO negotiation.
• Strong data orientation; ability to build and present support health dashboards and translate trend analysis into strategic decisions.

• Experience supporting a SaaS CS or CX platform such as Gainsight, Salesforce, or Zendesk.
• Familiarity with Staircase AI, Gainsight Health Scores, or similar early warning signal frameworks.
• Track record building internal escalation team charters, operating models, or cross‑functional alignment processes at a VP level in a high‑growth environment.

Base salary: $225,000 – $255,000 USD annually (actual compensation may vary based on skills, experience, and location). Eligible for an annual bonus and participation in Gainsight’s equity program.

Benefits include fully covered medical premiums (employee‑only), flexible PTO, 401(k) plan, dental and vision coverage, remote work options, a $10,000 lifetime fertility stipend, access to coworking spaces, and dedicated Recharge Holidays (one long weekend each quarter).

Gainsight is an equal opportunity employer committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used, please contact