At a Glance
- Tasks: Lead strategic partnerships and drive transformative outcomes for clients using AI-driven solutions.
- Company: Join Gainsight, a leader in customer success technology with a focus on innovation.
- Benefits: Comprehensive benefits including medical coverage, income protection, and dedicated Recharge Holidays.
- Other info: Inclusive workplace committed to diversity and providing a supportive hiring process.
- Why this job: Be a thought leader in customer success and influence industry trends while making a real impact.
- Qualifications: 10+ years in Customer Success with expertise in managing strategic accounts and driving ROI.
The predicted salary is between 80000 - 100000 £ 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.
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, thereby influencing industry trends and client strategies.
- Cultivate deep executive-level relationships within client organizations, proactively identifying and mitigating strategic risks while championing an unparalleled end-to-end customer journey.
- Architect and deliver high-impact customer deliverables, including presentations, strategic process innovations, and executive-level strategy recommendations that directly align with and advance 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 significant 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, high-profile industry and corporate events, and online communities, thereby enhancing Gainsight’s brand influence.
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 >$1M ARR account(s).
- 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, showcasing a deep understanding of technical solutions and the ability to articulate their value to executive stakeholders.
- 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.
Compensation & Benefits
At Gainsight, we believe great work happens when teammates feel fully supported. 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 dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
Equal Opportunity Employer
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.
Principal Customer Success Manager employer: inSided B.V
Gainsight is an exceptional employer that champions a culture of innovation and collaboration, empowering employees to drive transformative outcomes for clients in the dynamic field of customer success. With a comprehensive benefits package that includes private medical coverage, dedicated Recharge Holidays, and opportunities for professional growth, Gainsight fosters an inclusive environment where every team member can thrive and contribute to shaping the future of customer-centric solutions. Located in a vibrant area with access to global coworking spaces, Gainsight offers a unique advantage for those looking to make a meaningful impact while enjoying a supportive work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the Customer Success space. Attend industry events, join online communities, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your expertise! When you’re chatting with potential employers or networking contacts, share your insights on Customer Success best practices. This not only positions you as a thought leader but also demonstrates your passion for the field. Remember, we want to see how you can add value!
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Think of specific examples from your experience that highlight your ability to drive ROI and manage strategic accounts. We love hearing about real-life scenarios where you’ve made a difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at Gainsight. Let’s make that connection happen!
We think you need these skills to ace Principal Customer Success Manager
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 managing strategic accounts and driving business outcomes, as this will show us you understand what we're looking for.
Showcase Your Expertise:We want to see your expert-level knowledge of Customer Success best practices. Include specific examples of how you've implemented advanced retention and expansion strategies in your previous roles to demonstrate your thought leadership.
Quantify Your Achievements:When detailing your past experiences, use numbers to quantify your achievements. For instance, mention how you drove significant ROI or managed multi-million dollar accounts. This helps us see the impact you've made in previous positions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're proactive and keen to join our team!
How to prepare for a job interview at inSided B.V
✨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 specific examples of how you've driven measurable outcomes in previous roles, especially with high-value accounts.
✨Showcase Your Strategic Thinking
Prepare to share your approach to developing strategic client partnerships. Think about how you can articulate your thought leadership in the industry and provide insights into how you’ve influenced client strategies in the past.
✨Demonstrate Cross-Functional Collaboration
Gainsight values collaboration across teams. Be prepared to discuss instances where you've worked with Sales, Product, or Marketing to achieve customer success. Highlight how these collaborations led to significant business outcomes.
✨Engage with Executive-Level Insights
Since this role involves C-level engagement, practice discussing how you translate executive priorities into actionable strategies. Bring examples of executive-level presentations you've delivered and the impact they had on client relationships.
