Senior Strategic Engagement Manager

About Gainsight:
 

Gainsight is the 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  Senior Strategic Engagement Manager (SEM)  to join our Professional Services team, reporting to the SEM Manager. This role is a remote role based in the United States. 

In this role, you’ll play a key role in driving success with our existing customer base and expanding our solutions into new business units, ensuring our solutions align with customers’ evolving goals and deliver measurable business outcomes. In this senior capacity, you will act as a trusted advisor to executive stakeholders while mentoring junior teammates and contributing to practice development. This is a great opportunity for someone who thrives in a fast-paced and collaborative environment and enjoys working cross-functionally with Success Managers, Customer Account Managers, and Solution Architects to execute large-scale customer engagements. The ideal candidate brings strong skills in project management, relationship building, and strategic thinking.

What You'll Do: 

• Execute multi-workstream software and services projects for existing customers, including red-account recovery plans and expansion into new business units.

• Partner closely with executive sponsors to define scope, success criteria, timelines, budgets, and change-management approaches.

• Drive strategic account plans in partnership with Customer Success, Account Management, and Solution Architecture to deliver cohesive outcomes for enterprise clients.

• Track and manage engagement scope; scope, price, and secure approval for change orders as required.

• Develop and maintain detailed project plans and work breakdown structures, leveraging CRM (e.g., Salesforce), PSA (e.g., Kantata), PM tools (e.g., Smartsheet), and collaboration platforms (e.g., Slack, G Suite).

• Produce executive-level status reports, run steering-committee meetings, and communicate progress, risks, and mitigation plans.

• Identify, communicate, and proactively mitigate risks to ensure client satisfaction and successful delivery.

• Build and nurture long-term relationships with VP and C-level stakeholders to drive trust, advocacy, and upsell opportunities.

• Motivate and guide cross-functional, geographically dispersed teams; foster knowledge sharing and continuous improvement.

• Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends.
   

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: 

• Bachelors Degree (or equivalent experience) and/or 8 years of related experience.

• 5+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success.

• Proven record of managing multiple concurrent IT/software projects with contract values exceeding $100K, and influencing engagements up to $1M+.

• Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments.

• Demonstrated success executing expansions and integrations within large accounts aligning delivery to evolving client needs.

• Strong communication, presentation, and consultative skills for technical, business, and executive audiences.

• 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).

• Willingness to travel up to 10–15% for customer onsite engagements.

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. 

• The starting base salary range for this role is $84,000 – $109,200 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location. 

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. 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!

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 are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.