Manager, Customer Success

We’re building the AI-driven future of customer success, from retention to growth! We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link . About This Role: We’re looking for a full-time Manager, Customer Success to join our Customer Success team reporting to the Chief Customer Officer. This role is a remote role based in the USA. In this role, you'll drive customer retention and revenue growth across a portfolio of accounts by leading and developing a team of Customer Success Managers (CSM). This is a great opportunity for someone who thrives in a fast-paced, data-driven environment and enjoys working cross-functionally with teams like Sales, Product, and Support. The ideal candidate brings strong skills in team leadership, AI-assisted customer engagement, and translating data signals into strategic action. What You'll Do: Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture centered on empowerment, creativity, and winning together. Own portfolio-level retention and expansion targets, proactively identifying risks and growth opportunities across the team's book of business using health scoring, usage signals, and AI-generated insights. Champion the use of AI tools and Gainsight's platform to scale personalized customer engagement, coaching your team to move from reactive account management to proactive, data-driven customer outcomes. Partner with CSMs to develop and execute customer success plans that connect Gainsight solutions to measurab