Principal Customer Success Manager

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.
• Collaborate strategically with Account Executives to identify and capitalize on cross-sell and upsell opportunities, ensuring seamless renewals and maximizing client value.
• Represent Gainsight as a recognized industry expert and thought leader in customer interactions, industry events, and online communities, thereby enhancing Gainsight's brand influence.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We’re Looking For

• Over 10 years of progressive experience in Customer Success, with a proven record of managing strategic accounts and driving significant business outcomes.
• Minimum of 3 years of experience managing greater than $1M ARR accounts.
• Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies. Skilled in mentoring and coaching others on these practices.
• Extensive experience with highly complex, enterprise-level products, with the ability to articulate their value to executive stakeholders.
• Prefers C-level engagement, with a proven ability to build and maintain strong relationships, translate intricate executive priorities into actionable strategic initiatives, and drive measurable ROI at scale.
• Exceptional skill in navigating and leading through ambiguity, designing and implementing scalable processes, driving strategic decision-making, and effectively managing crisis situations with composure and decisiveness.
• Proven leadership in cross-functional collaboration, fostering alignment across Sales, Product, Marketing, and Services to achieve optimal customer outcomes and strategic business objectives.
• Demonstrated thought leadership in the Customer Success industry, contributing to industry events, publications, or communities, and influencing best practices.
• Experienced in developing and delivering executive-level presentations and strategic recommendations, supported by data-driven insights and a deep understanding of client business needs.

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. Our culture emphasizes stability, trust, and support, helping teammates show up as their authentic selves and feel connected to the work they do. We value what makes us unique and collaborative, and our people love working here for several reasons. We offer a 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. You’ll also enjoy Recharge Holidays — one long weekend each quarter to relax and reset.

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.

If this sounds like the right role for you, we’d love to hear from you.

Additional Information

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 contact recruiting@gainsight.com.