Job Description:

Why Gainsight?
 

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first.
 

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.
 

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.
 

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Job Summary:

We are seeking a dynamic and experienced Director of Customer Success to lead our enterprise teams and manage a group of talented Customer Success Managers. The ideal candidate will bring a passion for customer success, strong leadership skills, and a strategic mindset to drive growth and engagement within our enterprise customer base. You will play a key role in ensuring our clients realize the maximum value from our solutions, fostering long-term partnerships, and building a culture of excellence across the Customer Success organization.

 

What you will do:

• Lead, Mentor, and Scale: Manage and inspire a team of Sr. Customer Success Managers focused on enterprise accounts, driving exceptional service, value realization, and client success, even through periods of change.

• Strategic Vision & Flexibility: Develop and communicate a customer success strategy that aligns with evolving GTM strategies and company objectives. Adapt this strategy to address shifting customer needs and internal changes, ensuring consistent success outcomes.

• Consultative & Technical Support: Provide consultative guidance to customers, helping them leverage the Gainsight platform to meet their goals. Lead the team in offering technical support, ensuring customers can optimize their use of the Gainsight platform and resolve any challenges quickly.

• Navigate Ambiguity: Demonstrate the ability to work through levels of ambiguity as the company transitions through GTM changes. Maintain focus on customer outcomes, ensuring that changes in internal strategy do not disrupt the customer experience.

• Data-Driven Insights: Establish and monitor key metrics and performance indicators (KPIs) to assess customer health, satisfaction, and product adoption. Use data to make informed strategic decisions and continuously improve the customer experience.

• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure seamless customer journeys, from onboarding to adoption, and to resolve any customer challenges swiftly and effectively. Drive alignment between these teams during GTM transitions.

• Foster a High-Performance Culture: Cultivate a culture of collaboration, learning, and excellence within the Customer Success team. Provide ongoing coaching, mentoring, and professional development to build a high-performing, customer-centric team.

• Customer Advocacy: Serve as a trusted advisor to our most strategic enterprise customers, proactively addressing their challenges, both consultative and technical, and aligning their success with Gainsight’s solutions.

• Growth and Expansion: Identify expansion opportunities within existing accounts and collaborate with Sales to develop and execute upsell and renewal strategies that drive revenue growth.

• Innovative Customer Success Programs: Drive critical initiatives such as customer feedback programs, business reviews, and success plans, ensuring they are tailored to meet individual client needs and are delivered consistently across the team.

• Industry Leadership: Stay current with customer success best practices, industry trends, and evolving customer needs. Use this knowledge to innovate and develop the Customer Success function, including optimizing the Gainsight platform to serve our enterprise customers better.

Who you are:

• 8+ years of experience in customer success, account management, or related fields, with at least 3 years in a leadership role managing and developing high-performing teams, including Senior CSMs or Enterprise Success Leaders.

• Proven experience working with enterprise customers, demonstrating an ability to understand their complex business needs and challenges and aligning them with solutions that deliver measurable outcomes.

• Proven ability to coach and develop senior-level talent, specifically Senior CSMs and Enterprise Success Leaders, to improve their performance, strategic thinking, and ability to manage complex enterprise relationships.

• Expert knowledge of the Gainsight platform, with the ability to provide both consultative and technical support, guiding customers to maximize value from the platform and overcome implementation challenges.

• Demonstrated ability to navigate ambiguity and adapt to changing strategies, particularly in GTM transformations.

• Track record of success in driving customer retention, satisfaction, and expansion in a B2B SaaS environment, with experience leading strategic enterprise-level engagements.

• Strong analytical skills, with the ability to use data to guide decision-making and drive continuous improvement initiatives

• Exceptional interpersonal and communication skills, with the ability to build executive-level relationships and influence stakeholders across various levels.

• Leadership qualities that inspire, motivate, and develop a high-performing team, fostering a culture of accountability, collaboration, and excellence.

• Proactive problem-solving skills, with a passion for innovation and a focus on continuous improvement.

Here are our 5 core values

• Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.

• Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.

• Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.

• Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you--diversity breeds creativity.  

• Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solution is think more, not doing more.  

 

Why You’ll Love It Here

• Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!

• Our Leadership: We offer the leading tech solution for driving Customer Success.

• Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.

• Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.

• Our Impact: We help our customers make millions of dollars more per year.

• Our Clients: Big companies like Box, Adobe, Marketo, and many others.

• Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).

• Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends

• Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available on the first day of the month after start date, and flexible PTO.

Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.

Job Description Summary

We are seeking a dynamic and experienced Director of Customer Success to lead our enterprise teams and manage a group of talented Customer Success Managers. The ideal candidate will bring a passion for customer success, strong leadership skills, and a strategic mindset to drive growth and engagement within our enterprise customer base. You will play a key role in ensuring our clients realize the maximum value from our solutions, fostering long-term partnerships, and building a culture of excellence across the Customer Success organization.