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 hybrid role is based out of GBR - London. You will be a strategic advisor and trusted partner throughout the customer lifecycle, driving measurable outcomes for Gainsight's clients. The ideal candidate brings strong skills in Customer Success strategy, executive stakeholder management, and delivering business value through complex, technology driven solutions.

Responsibilities

• Establish meaningful strategic partnerships with clients to ensure valuable outcomes and experiences for their organization and customers.
• Identify, deliver, and communicate ROI for 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 organization 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 and leadership.
• Partner internally with Account Executives to identify potential cross sell and upsell opportunities and enable seamless renewals.
• Represent Gainsight as a domain and product expert in customer interactions, industry and corporate events, and online communities.

Travel up to 30% may be required for customer and team meetings, training, or company events.

This is not a complete list of responsibilities; the scope may evolve with team and business needs.

Qualifications

• 3+ years of related experience in Customer Success. Provide details of any Gainsight University or Pulse+ certifications or courses.
• World class understanding of Customer Success concepts, best practices, and execution strategies.
• Significant experience driving success with customers using complex products.
• Natural curiosity and 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, translating priorities to impactful objectives and driving program strategy and ROI over time.
• Ability to create structure in ambiguous situations, react promptly to urgent situations, and design and execute effective processes.

There may be occasional travel to the UK, EU, or USA to visit offices or customers.

Nice to Have Skills or Experience

• Recent Gainsight experience is preferred.
• Additional languages would be advantageous.

Benefits

• Comprehensive benefits package including private medical, dental, and vision coverage; income protection; life insurance; and a group pension plan.
• Fertility stipend, access to coworking spaces worldwide, and CycleScheme for healthy commuting.
• Dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Equal Opportunity Statement

We're committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to 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 .