Senior Customer Success Manager

About the position

As a Customer Senior Customer Success Manager, you'll be managing a group of 40 clients in Gainsight's fast growth segment. Key priorities include proactively managing risk and driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Gainsight helps you grow your business faster and more efficiently with a single product suite that enables you to deliver value to today's always-on customer at every moment of their journey. With Gainsight's Customer Communities, Product Experience, Customer Success, and Customer Education products, it's never been easier to scale your business, grow your revenue, and retain your customers.

Responsibilities

• 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
• 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 organization 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
• Use Gainsight technology to capture customer goals, objectives and success metrics and to align with customers on success
• 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

Requirements

• 3+ years of experience in Customer Success. Recent Gainsight experience required
• Deep knowledge of CS best practices - You understand retention, expansion, and adoption strategies inside and out
• Experience working with complex products - You can navigate technical solutions and help customers extract maximum value
• C-level engagement skills - You know how to translate executive priorities into impactful objectives, driving long-term strategy and measurable ROI
• Ability to create structure in ambiguity - You adapt quickly, design scalable processes, and act decisively in urgent situations
• Cross-functional collaboration experience - You work seamlessly with Sales, Product, Marketing, and Services to drive customer outcomes

Benefits

• Medical, dental, vision insurance
• Short and long-term disability
• Life insurance
• 401k available on the first day of the month after start date
• Flexible PTO