Enterprise Customer Success Manager

October 11

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Gainsight

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

1001 - 5000

Description

• The Enterprise Customer Success Manager will be joining our Customer Success team for Gainsight Digital Hub responsible for delivering massive value to our customers. • On a day to day basis, the CSM is the single point of accountability for the customer all the way from adoption (after they come out of onboarding) to renewal, and advocacy: • Set strategic direction in Client’s use of Gainsight Digital Hub to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices • Facilitate setting outcomes and measurable objectives with the Client (“success criteria”) • Hold Client and Gainsight accountable to delivering against success criteria • Engage across the Client's organization and work cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions • Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight Digital Hub • Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success

Requirements

• BA/BS or Equivalent • 3+ years of recent hands-on Customer Success/ Professional Services/Consulting/ Customer Marketing (or any other customer facing role) in an Enterprise Product experience is required • SaaS experience is required • Willingness to learn, collaborate, comfortable with ambiguity/ changing priorities as part of the start-up culture, and possessing customer-centricity. • It will be a plus if you have experience with/ in Online Communities • It will be a plus if you have experience with any of the following tools - Mixpanel/ Amplitude/ WalkMe/ Pendo/ Google Analytics or the like • Strong passion for being hands-on technically and product savviness • Experience collaborating with cross functional teams within Gainsight, and a customer organization to support a joint outcome (For eg: Working with Renewal Specialists for renewal, with Sales for growth/ expansion, with Professional Services for hand-offs, with Support Team in escalations, with the Product to be customer’s advocate) • Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must esp with multiple stakeholders/ personas • Understanding of the customer pain-points/ use cases by using powerful discovery and being able to solve them with Gainsight products. • Enthusiasm for customer success & excellence in the product space • Bonus points if you have : Gainsight user experience (or other Customer Success Software) • SFDC (CRM) experience

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