Manager, Gainsight Customer Experience

About the Role

We are seeking an experienced Manager to lead and optimize our Customer Experience (CX) operations using Gainsight. This is an exciting remote opportunity to drive significant impact on customer success and retention strategies across the organization.

Responsibilities

• Own the configuration, administration, and ongoing optimization of the Gainsight platform to support Customer Success workflows.
• Design, implement, and manage critical CX programs, including health scoring, lifecycle management, and automated outreach campaigns within Gainsight.
• Collaborate cross-functionally with Sales, Product, and Support teams to ensure data integrity and alignment between systems and business processes.
• Analyze customer data within Gainsight to identify trends, measure program effectiveness, and provide actionable insights to leadership.
• Serve as the primary subject matter expert for Gainsight best practices, training internal users, and driving platform adoption.

Requirements

• Proven experience (3+ years) managing and administering the Gainsight platform (NXT experience highly preferred).
• Deep understanding of Customer Success methodologies, including churn reduction, adoption strategies, and Net Promoter Score (NPS) management.
• Strong analytical skills with the ability to translate complex data into clear business recommendations.
• Excellent communication and stakeholder management skills, capable of working effectively with technical and non-technical audiences.

Nice-to-Haves

• Experience with related CRM/CSM tools (e.g., Salesforce integration).
• Familiarity with data visualization tools (e.g., Tableau).
• Experience working in a high-growth SaaS environment.