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. 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 VP, Global Support & Technical Success to join our Support team reporting to the Chief Customer Officer. This role is a remote role based in the USA.

In this role, you'll play a key role in protecting Gainsight's customer base and gross revenue retention by leading a world‑class global support organization that resolves customer issues quickly, scales intelligently through AI, and surfaces systemic patterns back to the business. This is a great opportunity for someone who thrives in a high‑velocity, AI‑native environment and enjoys working cross‑functionally with teams like Customer Success, Product, Engineering, and Technical Services.

The ideal candidate brings strong skills in global support operations leadership, AI‑driven tooling and knowledge management, and cross‑functional escalation management.

• Make every customer interaction count. Own the end‑to‑end customer support experience, from the moment a customer raises an issue through to resolution, with the goal that every customer leaves an interaction feeling heard, helped, and confident in Gainsight. CSAT is the team’s north star metric, and this role is accountable for continuously improving it.

• Deliver fast, consistent resolutions at scale. Lead a fully operational AI‑powered support model, including knowledge base management, intelligent routing, and AI‑assisted triage, so customers get accurate answers quickly, regardless of their tier, time zone, or complexity of their issue.

• Turn customer problems into permanent fixes. Partner with the Technical Escalations team to ensure that recurring issues affecting multiple customers are identified as cohort‑level patterns, not treated as one‑off tickets, and fed back to Product and Engineering so the underlying cause gets resolved.

• Hold the business accountable to customers. Establish and manage cross‑functional SLOs with Engineering, Product, and Services, ensuring that when a customer’s issue requires action from another team, there are clear commitments and no customer falls through the cracks.

• Build a team that customers trust. Lead, develop, and retain a team of regional support managers and specialists across US, Europe, and Hyderabad, creating a culture where the customer experience drives every decision, and every teammate feels ownership over the outcome.

• Use data to advocate for customers. Own support health metrics, CSAT, first response time, resolution time, escalation rate, and use them to surface customer pain signals to the CCO and ELT, ensuring leadership always has a clear picture of where customers are struggling and what’s being done about it.

• Catch at‑risk customers before they escalated. Partner with the CS leadership team on the Staircase alert framework to ensure that customers showing early signs of friction get proactive attention, not just reactive response, with clear visibility into which signals are being actively managed.

This role may require occasional travel (up to 20%) 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.

Success in this role will be measured by outcomes such as:

• CSAT scores trending at or above industry benchmark (target: top‑quartile for B2B SaaS support organizations), measured quarterly.

• Support‑influenced GRR: documented contribution to retention outcomes through fast resolution, escalation containment, and systemic issue reduction fed back to Product and Engineering.