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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.
Senior Manager, Technical Services
Location
New York + 4 moreAll locations: New York | Rhode Island | South Carolina | Tennessee | Texas
Posted
151 days ago
Salary
$155K - $170K / year
Seniority
Senior
Job Description
Senior Manager, Technical Services
Gainsight
• Leading a high performing team of Technical Account Managers and Solutions Architects • Driving customer retention, growth, and value realization of SaaS products • Playing a critical role in driving revenue growth for Professional Services and product offerings • Mentoring and coaching team members to foster a culture of customer excellence • Collaborating with customers to understand their unique needs and ensure they are realizing the full potential of solutions • Advocating for customer requirements within the organization to enhance product adoption and service offerings • Developing and implementing strategies to ensure high customer satisfaction and retention rates • Identifying opportunities for growth within existing accounts and driving actionable plans to realize them • Enabling revenue growth across all Gainsight Product lines through effective project delivery and customer partnership • Leading the Professional Services ARR (Annual Recurring Revenue) line of business, ensuring profitable operations and growth • Participating as a leader in crossfunctional teams enabling seamless service and support to customers • Promoting collaboration and communication among team members to optimize client engagement efforts • Providing guidance, mentorship, and professional development opportunities to team members
Job Requirements
- Bachelors Degree in Project Management, Business Administration, or a related field and/or Bachelors Degree or 9-12 years of related experience with 4-7 years management experience
- Proven experience (4+ years) in a leadership role within postsales management, professional services, or customer support, preferably in a technology-driven environment
- Strong consulting background with the ability to understand customer needs and translate them into effective service solutions
- Deep understanding of customer success principles and experience developing and executing postsales strategies that drive revenue and improve customer satisfaction
- Familiarity with AI, automation, and other emerging technologies, with a track record of successfully implementing these technologies to enhance service delivery
- Excellent leadership and team management skills with a demonstrated ability to inspire and develop a diverse global team
- Exceptional communication and interpersonal skills, capable of engaging with stakeholders at all levels, including executive leadership
- Strategic thinker with strong analytical skills and the ability to translate insights into actionable plans
Benefits
- Fully covered medical premiums (employee-only)
- Flexible PTO
- 401(k) plan
- Dental and vision coverage
- Remote work options
- $10,000 lifetime fertility stipend
- Access to coworking spaces around the globe
- Dedicated Recharge Holidays - one long weekend each quarter to relax and reset
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