Director, Customer Success

November 6

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Gainsight

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SaaS • Customer Success • Customer Experience Management • Customer Enagement • Customer Retention

1001 - 5000

Description

• Lead and inspire a team of Sr. Customer Success Managers • Develop and communicate a customer success strategy • Provide consultative guidance to customers • Demonstrate ability to work through levels of ambiguity • Establish and monitor key metrics and performance indicators (KPIs) • Work closely with Sales, Product, Marketing, and Support teams • Cultivate a culture of collaboration, learning, and excellence • Serve as a trusted advisor to strategic enterprise customers • Identify expansion opportunities within existing accounts • Drive critical initiatives such as customer feedback programs

Requirements

• 8+ years of experience in customer success, account management, or related fields • 3 years in a leadership role managing high-performing teams, including Senior CSMs or Enterprise Success Leaders • Proven experience working with enterprise customers • Ability to coach and develop Senior CSMs and Enterprise Success Leaders • Expert knowledge of the Gainsight platform • Demonstrated ability to navigate ambiguity and adapt to changing strategies • Track record of success in driving customer retention and satisfaction • Strong analytical skills • Exceptional interpersonal and communication skills • Leadership qualities that inspire and motivate a high-performing team • Proactive problem-solving skills

Benefits

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