VP, Global Support & Technical Success

About the Role

As a member of the senior leadership team reporting to the Chief Customer Officer, this role is critical in protecting Gainsight's customer base and gross revenue retention. The VP will lead a team of regional support managers and specialists across different regions, fostering a culture that prioritizes customer experience and satisfaction. The role's success will be measured by key metrics such as CSAT, first response time, resolution time, and escalation rate, which will be used to inform business decisions and drive continuous improvement.

Gainsight's commitment to innovation and customer success is evident in its suite of solutions designed to orchestrate the customer journey from onboarding to outcomes and advocacy. More than 2,000 companies trust Gainsight's applications and AI agents to drive learning, adoption, community connection, and success for their customers. This role is an opportunity to be part of a company that is shaping the future of customer success and making a tangible impact on how businesses interact with their customers.

What You Will Do

• Lead the global support organization to achieve high customer satisfaction rates, leveraging AI-driven tools and knowledge management systems.
• Develop and implement strategic plans to scale support operations intelligently, ensuring fast and consistent resolutions to customer issues.
• Collaborate with cross-functional teams such as Customer Success, Product, Engineering, and Technical Services to resolve customer issues efficiently and effectively.
• Manage a team of regional support managers and specialists, providing guidance, training, and development opportunities to ensure the team delivers exceptional customer support.
• Establish and maintain cross-functional Service Level Agreements (SLOs) with Engineering, Product, and Services teams to ensure seamless collaboration and issue resolution.
• Use data and metrics to identify trends, pain points, and areas for improvement, presenting findings and recommendations to senior leadership.
• Develop and maintain a comprehensive knowledge base and AI-assisted support model to provide accurate and timely support to customers.
• Partner with the Technical Escalations team to identify and resolve systemic issues affecting multiple customers, providing feedback to Product and Engineering for permanent fixes.
• Represent the voice of the customer internally, advocating for customer needs and ensuring that customer feedback is incorporated into product development and business strategy.
• Continuously evaluate and improve support processes, tools, and training to ensure alignment with industry best practices and customer expectations.

What We Are Looking For

• Proven experience in global support operations leadership, preferably in a SaaS or technology company, with a strong track record of improving customer satisfaction and reducing churn.
• Expertise in AI-driven tooling and knowledge management, with the ability to leverage technology to drive support efficiency and effectiveness.
• Strong leadership and management skills, with experience in leading distributed teams and fostering a culture of customer-centricity and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex technical information to non-technical stakeholders.
• Experience with Salesforce and other customer success platforms, with the ability to analyze data and metrics to inform business decisions.
• Strong problem-solving skills, with the ability to think critically and strategically to resolve complex customer issues.
• Experience in managing and developing budgets, with a focus on cost-effectiveness and ROI.
• A customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer success.

Nice to Have

• Experience in the customer success industry, with a deep understanding of customer success metrics and methodologies.
• Certification in customer success or a related field, such as CSPP or CSM.
• Experience with project management tools and methodologies, such as Agile or Scrum.
• Familiarity with data analytics and visualization tools, such as Tableau or Power BI.
• Experience in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for growth and professional development.
• Equity in a rapidly growing company, with a strong potential for long-term financial returns.
• Comprehensive health insurance, with coverage for employees and their families.
• Generous PTO and holiday policy, with opportunities for remote work and flexible scheduling.
• Access to cutting-edge technology and tools, with ongoing training and development opportunities.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about customer success.
• Opportunities for professional growth and advancement, with a clear path for career development and progression.
• Recognition and rewards for outstanding performance, with a focus on celebrating team achievements and individual contributions.

• Develop a strong understanding of AI-driven support models and their application in customer success, highlighting any relevant experience or certifications in your application.
• Showcase your ability to analyze data and metrics to inform business decisions, using specific examples from your previous roles to demonstrate your analytical skills.
• Prepare to discuss your experience in managing and leading distributed teams, focusing on your approach to fostering a culture of customer-centricity and continuous improvement.
• Emphasize your ability to communicate complex technical information to non-technical stakeholders, using clear and concise language in your application and during interviews.
• Be ready to provide examples of how you have driven customer satisfaction and retention in previous roles, highlighting any successful strategies or initiatives you have led or been a part of.
• Research Gainsight's products and services, demonstrating your understanding of the company's mission and values, and explaining how your skills and experience align with its goals.
• Practice your problem-solving skills, preparing to address complex customer scenarios and technical issues during the interview process.