客户成功经理
Manager, Customer Success
_**我们正在打造以AI驱动的客户成功未来，从留存到增长！**_
我们正在打造以AI驱动的客户成功未来，从留存到增长！Gainsight 是全球最具客户导向公司的 AI 驱动留存引擎。Gainsight CustomerOS 平台协调从入职到成果再到客户倡导的整个客户旅程。超过 2,000 家公司信任 Gainsight 的应用和 AI 代理，以推动学习、采用、社区连接和客户成功。
要了解我们的解决方案套件如何塑造客户成功的未来，请查看 [链接](https://www.gainsight.com)。
_**关于该职位：**_
我们正在寻找一名全职客户成功经理加入我们的客户成功团队，向首席客户官汇报。该职位为远程岗位，位于美国。
在该职位中，您将通过领导和培养客户成功经理（CSM）团队，推动客户留存和收入增长。这是一个适合在快节奏、数据驱动环境中茁壮成长，并享受与销售、产品和客服等跨职能团队合作的人士的绝佳机会。理想的候选人具备出色的团队领导能力、AI 辅助客户互动能力，以及将数据信号转化为战略行动的能力。
_**您将负责：**_
- 领导、指导和发展客户成功经理团队，营造以赋能、创造力和共同成功为中心的高绩效文化。
- 负责组合层面的留存和扩展目标，利用健康评分、使用信号和 AI 生成的洞察，主动识别团队业务中的风险和增长机会。
- 推动 AI 工具和 Gainsight 平台的使用，实现个性化的客户互动，指导团队从被动的账户管理转向主动的数据驱动客户成果。
- 与 CSM 合作制定并执行客户成功计划，将 Gainsight 解决方案与可衡量的业务成果联系起来，使团队成为战略价值管理者，而不仅仅是关系管理者。
- 开发并迭代可扩展的项目以提高留存率并降低风险，展示在流程设计、分析思维和跨职能问题解决方面的运营卓越。
- 与销售、产品、市场和客服团队跨职能协作，为客户发声并推动对齐
查看英文原文
_**We’re building the AI-driven future of customer success, from retention to growth!**_
We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the [link](https://www.gainsight.com).
_**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.
_This role may require occasional travel (up to 15%) for team meetings, training, or company events. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business._
_**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.
_**Why You’ll Love It Here:**_
Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:
**Our Compensation and Benefits:** At Gainsight, we believe great work happens when teammates feel fully supported.
- The starting base salary range for this role is $130,000 - $145,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
- We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
**Our Core Values**: We are guided by our values and our mission to be living proof you can win in business while being **Human-First**. Learn more [here](https://www.gainsight.com/company/).
**Our Growth Opportunities**: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.
**Our Parody Videos**: No explanation needed. Just watch them [here!](https://www.youtube.com/playlist?list=PLB2Z_xLbXPiAcvQr28ggP2CndoSu29zq_)
**If this sounds like the right role for you, we’d love to hear from you.**
_Additional Information:_
_We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates._
_If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact_ [_recruiting@gainsight.com_](mailto:recruiting@gainsight.com) _._
_If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance._