Principal Customer Success Manager

## About the Role As a Principal Customer Success Manager at Gainsight, you will play a pivotal role in driving transformative outcomes and long-term value for the company's most strategic customers. This involves owning executive relationships, proactively managing risk, and leading adoption, expansion, and renewal strategies across a focused portfolio of high-ARR accounts. You will be part of a dynamic team that works closely with cross-functional teams like Sales, Product, Marketing, Services, and Executive Leadership to ensure seamless customer experiences.

The role is based in the United Kingdom and offers the flexibility of remote work, allowing you to manage your workload from anywhere. However, occasional travel for team meetings, training, or company events may be required. Given the strategic nature of this position, the ability to work effectively in a complex, high-impact environment is crucial.

Gainsight's CustomerOS platform is designed to orchestrate the customer journey from onboarding to outcomes to advocacy, making this an exciting opportunity for someone who thrives in an innovative and fast-paced setting.

## What You Will Do - Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences for both client organizations and their customers.

• Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle, demonstrating significant business impact and value creation.
• Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices, influencing industry trends and client strategies.
• Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an unparalleled end-to-end customer journey.
• Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that directly align with and advance senior executive priorities and goals.
• Leverage Gainsight technology to establish and track sophisticated client goals, objectives, and success metrics, driving alignment and accountability for shared success.
• Drive cross-functional initiatives within Gainsight to identify strategic opportunities and risks and to develop and present comprehensive innovative solutions to clients.
• Serve as a primary source of strategic intelligence on client business needs, providing actionable insights that influence internal strategy and leadership decisions.
• Collaborate strategically with Account Executives to identify and capitalize on significant cross-sell and upsell opportunities, ensuring seamless renewals and maximizing client value.
• Represent Gainsight as a recognized industry expert and thought leader in customer interactions, high-profile industry and corporate events, and online communities, thereby enhancing Gainsight's brand influence.

• Minimum of 3 years of experience managing >
  M ARR account(s).
• Expert-level knowledge of Customer Success best practices and the ability to articulate ROI and business value to executive-level stakeholders.
• Strong skills in strategic customer success leadership, executive-level storytelling, and cross-functional influence to drive measurable business outcomes at scale.
• Experience working in a complex, high-impact, and often ambiguous enterprise environment.
• Ability to work effectively in a cross-functional team environment, including Sales, Product, Marketing, Services, and Executive Leadership.
• Strong understanding of AI-powered solutions and their application in customer success.
• Excellent communication, presentation, and interpersonal skills.

• Knowledge of the current trends and developments in the field of customer success and AI-driven technologies.
• Certification in customer success or a related field.
• Experience in managing global or EMEA-focused customer success teams.

• Opportunity to work with a leading AI-powered customer success platform.
• Flexible remote work arrangement with occasional travel for team meetings and events.
• Comprehensive health insurance and wellness program.
• Generous PTO policy and paid holidays.
• Access to professional development and training programs.
• Recognition and reward for outstanding performance.
• Opportunity to be part of a dynamic and innovative team that is shaping the future of customer success.

- tip: Ensure your resume and cover letter highlight specific examples of driving business outcomes and managing complex customer relationships.

• tip: Prepare to discuss your experience with AI-powered customer success solutions and how you have leveraged technology to drive customer value.
• tip: Demonstrate your ability to articulate ROI and business value to executive-level stakeholders, and be prepared to provide examples from your previous experience.
• tip: Showcase your skills in cross-functional collaboration and your experience working with Sales, Product, Marketing, Services, and Executive Leadership teams.
• tip: Be prepared to discuss your understanding of current trends and developments in customer success and AI-driven technologies, and how you see these evolving in the future.
• tip: Consider creating a portfolio or preparing case studies that demonstrate your success in managing strategic accounts and driving significant business outcomes.