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.
Strategic Engagement Manager
Location
Pennsylvania + 4 moreAll locations: Pennsylvania | Rhode Island | South Carolina | Tennessee | Texas
Posted
23 days ago
Salary
$150K - $160K / year
Seniority
Lead
Job Description
Strategic Engagement Manager
Gainsight
• Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value. • Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction. • Execute multi-workstream software and services projects for existing customers at a program level. • Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy. • Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial. • Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings. • Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment. • Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion. • Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts. • Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership. • Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends. • This role may require occasional travel (20%) for customer onsite meetings, team meetings, training, or company events.
Job Requirements
- Bachelors Degree (or equivalent experience) and/or 10 years of related experience
- 10+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success
- Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments
- Strong communication, presentation, and consultative skills for technical, business, and executive audiences
- Executive-level stakeholder management and advisory experience (C-suite engagement required)
- In-depth knowledge of both waterfall and agile project management methodologies and tools
- Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization
- Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms
- Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite)
- Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence.
- Project Management certification (PMP, PRINCE2, or equivalent) preferred
- Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce)
- Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR)
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
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