Manager, Customer Success

About This Role:

We’re looking for a full-time Manager, Customer Success to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the USA.

In this role, you'll drive customer retention and revenue growth across a portfolio of accounts by leading and developing a team of Customer Success Managers (CSM). This is a great opportunity for someone who thrives in a fast-paced, data-driven environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action.

What You'll Do:

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture centered on empowerment, creativity, and winning together.
• Own portfolio-level retention and expansion targets, proactively identifying risks and growth opportunities across the team's book of business using health scoring, usage signals, and AI-generated insights.
• Champion the use of AI tools and Gainsight's platform to scale personalized customer engagement, coaching your team to move from reactive account management to proactive, data-driven customer outcomes.
• Partner with CSMs to develop and execute customer success plans that connect Gainsight solutions to measurable business outcomes, positioning the team as strategic value managers rather than relationship managers alone.
• Develop and iterate on scalable programs to improve retention and mitigate risk, demonstrating operational excellence in process design, analytical thinking, and cross-functional problem solving.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to advocate for customers and drive alignment on shared goals.
• Monitor team and portfolio performance through dashboards and reporting; use AI-generated insights to guide prioritization, resource allocation, and coaching conversations.
• Drive consistent adoption of Gainsight's internal tools, methodologies, and AI-assisted workflows across the team to ensure scalability and repeatability.

What We're Looking For:

• 7+ years of relevant experience in Customer Success or account management, with at least 3 years in a people management role; bachelor's degree or equivalent combination of education and experience required.
• Proven track record managing retention and growth targets across a portfolio of B2B SaaS accounts.
• Strong coaching and development skills, with demonstrated ability to build and grow distributed teams.
• Experience using data and CS platforms (e.g., Gainsight, Salesforce) to manage team performance, customer health, and proactive engagement.
• Comfort working with AI tools and applying data-driven insights to drive team and customer decisions.

Nice-to-have skills or experience:

• Experience in a scaled or pooled CS model managing high-volume account portfolios.
• Familiarity with Gainsight's product suite, including Gainsight CS, Staircase AI, Community, Skilljar, or PX.
• Demonstrated ability to build or iterate on digital engagement programs that leverage automation and AI to deliver personalized customer experiences at scale.