VP, Global Support & Technical Success
WFA Digital Insight
As the demand for customer success specialists continues to grow, with a 25% increase in job postings in the last year, skilled professionals are in high demand. Gainsight, a pioneer in AI-driven customer success, is seeking a seasoned leader to head its global support and technical success team. With over 2,000 companies trusting Gainsight's solutions, this role offers a unique opportunity to make a significant impact. Before applying, candidates should be aware that this role requires strong leadership skills, experience in AI-powered support models, and a deep understanding of customer success principles.
Job Description
About the Role
The VP, Global Support & Technical Success will play a critical role in leading Gainsight's global support organization, focusing on delivering exceptional customer experiences and driving technical success. This role will report to the Chief Customer Officer and will be responsible for overseeing a team of regional support managers and specialists across the US, Europe, and Hyderabad. The ideal candidate will have a strong background in global support operations leadership, AI-driven tooling, and knowledge management.As a key member of the support team, the VP will be responsible for developing and implementing strategies to improve customer satisfaction, reduce resolution times, and increase efficiency. This will involve partnering with cross-functional teams, including Customer Success, Product, Engineering, and Technical Services, to ensure that customer issues are resolved quickly and effectively.
Gainsight's CustomerOS platform is designed to orchestrate the customer journey from onboarding to outcomes to advocacy, and the VP will be responsible for ensuring that the support team is equipped to handle the complex needs of Gainsight's customers.
What You Will Do
- Develop and implement global support strategies to improve customer satisfaction and reduce resolution times
- Lead a team of regional support managers and specialists across the US, Europe, and Hyderabad
- Partner with cross-functional teams, including Customer Success, Product, Engineering, and Technical Services
- Oversee the development and implementation of AI-powered support models, including knowledge base management and intelligent routing
- Collaborate with the Technical Escalations team to identify and resolve recurring issues affecting multiple customers
- Establish and manage cross-functional SLOs with Engineering, Product, and Services
- Analyze support health metrics, CSAT, first response time, resolution time, and escalation rate to identify areas for improvement
- Develop and manage a culture of customer-centricity within the support team
- Stay up-to-date with industry trends and emerging technologies in customer success and support
What We Are Looking For
- 10+ years of experience in global support operations leadership
- Strong background in AI-driven tooling and knowledge management
- Experience in cross-functional escalation management
- Proven track record of improving customer satisfaction and reducing resolution times
- Strong leadership and management skills
- Excellent communication and collaboration skills
- Experience with Salesforce and other customer success platforms
- Strong analytical and problem-solving skills
Nice to Have
- Experience with AI-powered support models and automation
- Knowledge of customer success principles and methodologies
- Experience with data analysis and metrics-driven decision making
- Certification in customer success or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading customer success platform
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible working hours and remote work options
- Access to the latest technologies and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Be prepared to discuss your experience with AI-powered support models and how you have implemented them in previous roles
- Highlight your leadership and management skills, including experience in managing remote teams
- Show a deep understanding of customer success principles and how they apply to the support function
- Demonstrate your ability to analyze data and metrics to drive decision making
- Be prepared to discuss your experience with Salesforce and other customer success platforms
- Research Gainsight's culture and values to understand how you can contribute to the company's mission
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