Customer Success Leader — AI-Driven Growth

Gainsight; Sacramento (CA); On-site; USD 130,000 - 145,000; Full time

Benefits offered by this job

Remote work options

Equity program

Recharge Holidays

Job summary

Gainsight is seeking a Manager, Customer Success to lead a team of Customer Success Managers and drive retention and revenue growth across a portfolio of B2B SaaS accounts. The role is remote in the USA and reports to the Chief Customer Officer, focusing on data-driven coaching, AI-assisted engagement, and cross-functional collaboration with Sales, Product, and Support.

Candidate should have 7+ years in customer success, 3+ in people management, and a Bachelor's degree; experience with Gainsight

Qualifications

• 7+ years in Customer Success or account management with at least 3 years in people management.
• Proven track record managing retention and growth targets across a portfolio of B2B SaaS accounts.
• Experience using data and CS platforms to manage team performance, customer health, and proactive engagement.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture.
• Own portfolio-level retention and expansion targets, using health scoring and AI-generated insights.
• Champion the use of AI tools and Gainsight's platform to scale personalized customer engagement.
• Partner with CSMs to develop customer success plans that connect Gainsight solutions to measurable business outcomes.
• Develop scalable programs to improve retention and mitigate risk and drive cross-functional problem solving.

Skills

Team leadership

Coaching

Data-driven decision making

AI tools usage

Cross-functional collaboration

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

Gainsight is seeking a Manager, Customer Success to lead a team of Customer Success Managers and drive retention and revenue growth across a portfolio of B2B SaaS accounts. The role is remote in the USA and reports to the Chief Customer Officer, focusing on data-driven coaching, AI-assisted engagement, and cross-functional collaboration with Sales, Product, and Support.

Candidate should have 7+ years in customer success, 3+ in people management, and a Bachelor's degree; experience with Gainsight