Principal Customer Success Manager

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. They are seeking a Principal Customer Success Manager to drive retention, expansion, and advocacy across Gainsight's Strategic Accounts segment by leading executive-level client partnerships and mitigating strategic risks.

Responsibilities:

• Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences for both client organizations and their customers
• Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle, demonstrating significant business impact and value creation
• Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices, thereby influencing industry trends and client strategies
• Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an unparalleled end-to-end customer journey
• Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that directly align with and advance senior executive priorities and goals
• Leverage Gainsight technology to establish and track sophisticated client goals, objectives, and success metrics, driving alignment and accountability for shared success
• Drive cross-functional initiatives within Gainsight to identify strategic opportunities and risks and to develop and present comprehensive innovative solutions to clients
• Serve as a primary source of strategic intelligence on client business needs, providing actionable insights that influence internal strategy and leadership decisions
• Collaborate strategically with Account Executives to identify and capitalize on significant cross-sell and upsell opportunities, ensuring seamless renewals and maximizing client value
• Represent Gainsight as a recognized industry expert and thought leader in customer interactions, high-profile industry and corporate events, and online communities, thereby enhancing Gainsight's brand influence

Requirements:

• Over 10 years of progressive experience in Customer Success, with a proven record of managing strategic accounts and driving significant business outcomes
• Minimum of 3 years of experience managing >$1M ARR account(s)
• Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies. Skilled in mentoring and coaching others on these practices
• Extensive experience with highly complex, enterprise-level products, showcasing a deep understanding of technical solutions and the ability to articulate their value to executive stakeholders
• Prefers C-level engagement, with a proven ability to build and maintain strong relationships, translate intricate executive priorities into actionable strategic initiatives, and drive measurable ROI at scale
• Exceptional skill in navigating and leading through ambiguity, designing and implementing scalable processes, driving strategic decision-making, and effectively managing crisis situations with composure and decisiveness
• Proven leadership in cross-functional collaboration, fostering alignment across Sales, Product, Marketing, and Services to achieve optimal customer outcomes and strategic business objectives
• Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities, and influencing best practices
• Experienced in developing and delivering executive-level presentations and strategic recommendations, supported by data-driven insights and a deep understanding of client business needs