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- Tasks: Lead strategic partnerships and drive transformative outcomes for top clients using AI-driven solutions.
- Company: Join Gainsight, a leader in AI-powered customer success, trusted by over 2,000 companies.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by shaping customer success strategies and influencing industry trends.
- Qualifications: Proven experience in customer success leadership and strong communication skills.
- Other info: Dynamic role with opportunities to collaborate across teams and drive innovation.
The predicted salary is between 43200 - 72000 £ per year.
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. This role is remote and based in the United Kingdom.
We’re looking for a full-time Principal Customer Success Manager (EMEA) to join the Customer Success team reporting to the VP, Customer Success. In this role, you’ll drive transformative outcomes and long-term value for Gainsight’s most strategic customers by owning executive relationships, proactively managing risk, and leading adoption, expansion, and renewal strategies across a focused portfolio of high-ARR accounts. The ideal candidate thrives in a complex, high-impact, and often ambiguous enterprise environment and collaborates cross-functionally with Sales, Product, Marketing, Services, and Executive Leadership. Strong skills in strategic customer success leadership, executive storytelling, and ROI articulation, plus cross-functional influence, are desired to drive measurable business outcomes at scale.
What You’ll Do
- 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, influencing industry trends and client strategies.
- Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an end-to-end customer journey.
- Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that align with 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.
Principal Customer Success Manager in London employer: Gainsight
Contact Detail:
Gainsight Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend virtual events, and engage with potential employers on social media. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer success strategies and be ready to discuss how your experience aligns with their goals. We want you to shine!
✨Tip Number 3
Showcase your expertise during interviews. Use real-life examples to demonstrate your strategic thinking and problem-solving skills. Remember, we’re looking for someone who can drive transformative outcomes!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make decisions.
We think you need these skills to ace Principal Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Principal Customer Success Manager role. Highlight your experience in driving customer success and managing executive relationships, as these are key aspects of the job.
Showcase Your Impact: When detailing your previous roles, focus on quantifiable achievements. Use metrics to demonstrate how you've driven transformative outcomes and delivered ROI for clients, as this will resonate with our mission at Gainsight.
Be Authentic: Let your personality shine through in your application. We value authenticity and want to see how you can bring your unique perspective to the team. Don’t be afraid to share your passion for customer success!
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people and shows your enthusiasm for joining our team at Gainsight. Plus, it’s super easy!
How to prepare for a job interview at Gainsight
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to ROI. Be ready to discuss how you've used data to drive outcomes in previous roles, as this will show your understanding of the impact you can have on Gainsight's clients.
✨Master Executive Storytelling
Prepare a few compelling stories that highlight your experience in building executive relationships and driving transformative outcomes. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewer to see your impact.
✨Showcase Cross-Functional Collaboration
Think of examples where you've successfully collaborated with different teams, such as Sales or Marketing, to achieve customer success goals. This role requires strong cross-functional influence, so demonstrating your ability to work across departments will be crucial.
✨Be Ready to Discuss Industry Trends
Stay updated on the latest trends in customer success and be prepared to share your insights during the interview. Showing that you're not only knowledgeable but also passionate about the industry will set you apart as a thought leader.
