Strategic Technical Project Manager

## About the Role As a Strategic Technical Project Manager at Gainsight, you will play a pivotal role in the success of large-scale, high-visibility customer engagements. Your day-to-day responsibilities will include leading complex, multi-workstream implementations from contract signature through validated business outcomes, ensuring solutions are delivered on time, within scope, and aligned to measurable impact. You will be part of the Professional Services team, reporting to the Director, PMO, and will work closely with cross-functional teams including Sales, Customer Success, Solution Architecture, Product, and Engineering.

The role of a Strategic Technical Project Manager is critical in driving the success of Gainsight's most strategic accounts. You will be responsible for owning end-to-end engagement governance, aligning executive stakeholders, and orchestrating cross-functional execution. Your ability to communicate effectively with senior executive audiences, drive disciplined scope control, change management, and financial oversight, and identify and mitigate risks will be essential in this position.

Gainsight's CustomerOS platform is at the forefront of the AI-driven customer success revolution, and as a Strategic Technical Project Manager, you will have the opportunity to work with a suite of innovative solutions that are shaping the future of customer success. With more than 2,000 companies trusting Gainsight's applications and AI agents, you will be part of a team that is making a significant impact in the industry.

## What You Will Do - Own end-to-end accountability for complex, multi-workstream customer engagements, including scope, timelines, budget, and risk management.

• Partner with customers and internal teams to shape AI agent use cases into clear delivery plans, ensuring business problems are translated into practical, deployable workflows.
• Lead SteerCo and C-suite steering committees, executive QBRs, and status reviews — communicating progress, risks, and business outcome alignment directly to senior executive audiences.
• Partner with executive stakeholders to define success criteria, governance structures, and outcome validation frameworks.
• Translate business objectives into structured delivery plans, work breakdown structures, and cross-functional execution models.
• Drive disciplined scope control, change management, and financial oversight across strategic engagements.
• Coordinate cross-functional teams including Solution Architecture, Customer Success, Product, and Engineering to ensure aligned delivery.
• Identify and proactively mitigate risks across technical, operational, and organizational dimensions.
• Ensure technical solutions are architecturally sound by partnering with technical teams, without serving as the primary engineer.
• Drive AI / agentic workflow deployments end-to-end — from scoping and design through go-live, adoption, and iteration — ensuring measurable business outcomes are achieved in production environments.
• Develop reusable playbooks, governance frameworks, delivery standards, and methodology documentation that elevate the broader Professional Services practice.

## What We Are Looking For - Strong skills in strategic project leadership, executive stakeholder alignment, and disciplined scope and financial management.

• Technical fluency needed to guide architectural discussions and proactively mitigate delivery risk.
• Experience in leading cross-functional teams and driving business outcomes in fast-paced, evolving environments.
• Ability to communicate effectively with senior executive audiences and drive disciplined scope control, change management, and financial oversight.
• Experience in managing high-visibility customer engagements and ensuring solutions are delivered on time, within scope, and aligned to measurable impact.
• Strong problem-solving skills and ability to identify and mitigate risks across technical, operational, and organizational dimensions.
• Experience in developing reusable playbooks, governance frameworks, delivery standards, and methodology documentation.
• Ability to drive AI / agentic workflow deployments end-to-end and ensure measurable business outcomes are achieved in production environments.

## Nice to Have - Experience in working with AI-driven customer success solutions and platforms.

• Knowledge of enterprise-grade delivery standards and structured governance and risk management.
• Experience in mentoring senior technical project managers and contributing to leadership capability within the team.
• Certification in project management or a related field.

## Benefits and Perks - Competitive salary and benefits package.

• Opportunity to work with a cutting-edge CustomerOS platform and contribute to the development of AI-driven customer success solutions.
• Collaborative and dynamic work environment with a team of experienced professionals.
• Flexible remote work arrangements and stipends for home office setup.
• Comprehensive health insurance and wellness programs.
• Generous PTO and holiday package.
• Opportunities for professional growth and development, including training and certification programs.

- To stand out in your application, make sure to highlight your experience in leading cross-functional teams and driving business outcomes in fast-paced, evolving environments.

• Be prepared to demonstrate your technical fluency and ability to guide architectural discussions and proactively mitigate delivery risk.
• Show a clear understanding of Gainsight's CustomerOS platform and its applications in AI-driven customer success.
• Emphasize your ability to communicate effectively with senior executive audiences and drive disciplined scope control, change management, and financial oversight.
• Be ready to provide examples of your experience in developing reusable playbooks, governance frameworks, delivery standards, and methodology documentation.
• Highlight any experience you have in working with AI-driven customer success solutions and platforms, and demonstrate your knowledge of enterprise-grade delivery standards and structured governance and risk management.