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. 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  Customer Success Manager (EMEA) to join our Customer Success team  reporting to the RVP, Solutions Consulting & Customer Success. This role is a hybrid role based out of our GBR - London location. 

In this role, you'll play a key role in driving measurable outcomes for Gainsight's clients by serving as a strategic advisor and trusted partner throughout the customer lifecycle. This is a great opportunity for someone who thrives in a fast-paced, client-centric environment and enjoys working cross-functionally with teams like Sales, Product, Marketing, and Services. The ideal candidate brings strong skills in Customer Success strategy, executive stakeholder management, and delivering business value through complex, technology-driven solutions.

What You'll Do: 

• Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers

• Identify, deliver, and communicate ROI for our clients, throughout the customer lifecycle

• Drive the creation and execution of Success Plans that align to measurable business outcomes, ensuring consistent tracking and accountability against customer goals.

• Serve as the customer’s trusted partner on use-case and Customer Success industry best practices

• Build relationships with key stakeholders in the customer’s organisation to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns

• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Gainsight is aligned with their priorities and goals

• Lead impactful Executive Business Reviews (EBRs) that communicate progress toward outcomes, demonstrate ROI, and strengthen executive alignment.

• Partner with customers to identify and amplify success stories, case studies, and references that highlight measurable business outcomes.

• Use data and insights from Gainsight and other sources to anticipate customer needs, identify adoption trends, and proactively mitigate risk

• Work cross-functionally within Gainsight to identify opportunities and risks, and to present recommendations and solutions to the customer

• Serve as an important source for information regarding the customer’s business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership

• Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals

• Represent Gainsight as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities

This role may require occasional domestic and international travel up to 30% for customer and team meetings, training, or company events.

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: 

• 3+ years of related experience in Customer Success. Be sure to tell us about any Gainsight University or Pulse+ certifications or courses you have taken. 

• World class understanding of Customer Success concepts, best practices, and execution strategies

• Significant experience driving success with customers using complex products 

• Natural curiosity and a continuous learning mindset to understand customer challenges, uncover insights, and explore innovative ways to deliver value.

• Expertise interfacing and communicating effectively with C-level executives, in order to understand their priorities, translate those to impactful objectives and discuss and drive program strategy and ROI, on an ongoing basis

• Ability to create structure in ambiguous situations, react promptly and appropriately to urgent situations and design and execute effective processes

• Whilst this is a remote role, travel to the UK/EU/USA will occasionally be required to visit Gainsight offices or customers.

Nice-to-have skills or experience:

• Recent Gainsight experience is preferred

• Additional languages would be advantageous

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. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and 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.

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. Learn more here.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here!

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 [email protected]. 

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.