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For Companies At a Glance
- Tasks: Lead strategic global client partnerships and drive impactful programmes.
- Company: Join Gainsight, a leader in AI-driven customer success.
- Benefits: Comprehensive benefits, including medical coverage, Recharge Holidays, and global coworking access.
- Why this job: Shape the future of customer success while influencing top-tier clients.
- Qualifications: 10+ years in project management with executive-level stakeholder experience.
- Other info: Dynamic environment focused on innovation and personal growth.
The predicted salary is between 54000 - 90000 £ per year.
Join to apply for the Principal Strategic Engagement Manager role at Gainsight. We are 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.
About This Role
We are looking for a full-time Principal Strategic Engagement Manager to join our Customer Implementation team reporting to the Sr. Director, Technical Services Delivery. This is a hybrid role based out of our London, England location.
In this Principal-level role, you will drive strategic direction and lasting impact for Gainsight's largest and most complex global client partnerships. You will serve as a senior member on the Professional Services Team, delivering business-critical programs, advising executive stakeholders, and shaping best-in-class delivery practices. This is an outstanding opportunity for a strategic thinker who thrives in highly complex, matrixed environments, influencing both internal and external teams at the highest levels.
What You’ll Do
- Lead the delivery and governance of Gainsight's most complex and high-value global account programs, ensuring strategic alignment, transformation, and commercial outcomes across multiple client organizations.
- Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value.
- Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction.
- Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy.
- Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial.
- Partner with executive sponsors (both client and Gainsight) to define short-term and long-term program roadmaps and drive alignment between client business outcomes and Gainsight's offerings.
- Build and nurture trusted, executive-level relationships within client organizations, advocating for strategic partnership and executive alignment.
- Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion.
- Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts.
- Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What We’re Looking For
- 10+ years of relevant experience in enterprise program or project management, professional services, management consulting, or customer success, with a track record of managing global, strategic accounts.
- Bachelor's degree required; advanced degree (e.g., MBA, MS in Engineering) or equivalent experience preferred.
- Demonstrated success leading large service contract programs with Fortune 500 clients, including experience with multi-year, multi-business-unit engagements.
- Executive-level stakeholder management and advisory experience (C-suite engagement required).
- Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization.
- Experience leading and mentoring others, fostering talent development at scale.
- Outstanding executive communication, strategic thinking, negotiation, and influencing skills.
- Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms.
- Willingness to travel as needed (up to 20%), including global travel.
Nice-to-have Skills Or Experience
- PMP, PgMP, or similar advanced project/program management certification.
Why You’ll Love It Here
Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers.
Education & Benefits
Comprehensive benefits package including private medical, dental, and vision coverage, income protection, life insurance, and a group pension plan. Additional benefits include a fertility stipend, access to coworking spaces around the globe, and CycleScheme to support healthy commuting. Enjoy dedicated Recharge Holidays—one long weekend each quarter to relax and reset.
Our Compensation and Benefits
At Gainsight, we believe great work happens when teammates feel fully supported. While specific compensation and benefits may vary by employment type, here’s what we strive to provide to all teammates.
Our Core Values
We are guided by our values and our mission to be living proof you can win in business while being Human-First.
Our Growth Opportunities
From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.
Job Details
- Seniority level: Executive
- Employment type: Full-time
- Job function: Business Development and Sales
- Industries: Software Development
- Location: London, England, United Kingdom
We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please let the recruiting team know.
Principal Strategic Engagement Manager in London employer: Gainsight
Contact Detail:
Gainsight Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Strategic Engagement Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Gainsight. A personal introduction can make all the difference in getting noticed.
✨Tip Number 2
Prepare for the interview by researching Gainsight's culture and values. Show us how your experience aligns with our mission of being Human-First and driving customer success. Tailor your answers to reflect that!
✨Tip Number 3
Practice your executive communication skills. As a Principal Strategic Engagement Manager, you'll need to influence and negotiate with C-suite stakeholders. Mock interviews can help you nail this down.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re genuinely interested in joining the Gainsight team.
We think you need these skills to ace Principal Strategic Engagement Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Principal Strategic Engagement Manager role. Highlight your experience in managing global accounts and your strategic thinking skills, as these are key for us at Gainsight.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven success in previous roles. We love seeing quantifiable results that demonstrate your impact on client relationships and business outcomes.
Be Authentic: Let your personality shine through in your application. We value a human-first approach, so don’t hesitate to express your passion for customer success and how you can contribute to our mission at Gainsight.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. This helps us keep track of your application and ensures it reaches the right people in our team!
How to prepare for a job interview at Gainsight
✨Know Your Stuff
Before the interview, dive deep into Gainsight's CustomerOS platform and understand how it drives customer success. Familiarise yourself with their key clients and recent projects to showcase your knowledge and enthusiasm for the role.
✨Showcase Your Strategic Thinking
Prepare examples from your past experiences where you've successfully managed complex global accounts or led large-scale initiatives. Be ready to discuss how you aligned client objectives with business outcomes, as this will resonate well with the interviewers.
✨Master Executive Communication
Since this role involves engaging with C-suite executives, practice articulating your thoughts clearly and confidently. Use concise language and focus on the impact of your previous work, demonstrating your ability to influence and negotiate effectively.
✨Build Rapport
During the interview, aim to establish a connection with your interviewers. Ask insightful questions about Gainsight's culture and values, and share your own experiences that align with their mission. This will help you stand out as a candidate who fits well within their team.
