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 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 successful enterprise-level implementations of the Gainsight platform for our customers by owning the end-to-end onboarding and delivery lifecycle. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Sales, Customer Success, Product, and Engineering. The ideal candidate brings strong skills in enterprise project  management, stakeholder communication, and enterprise software implementation.
What You'll Do: 

• Execute complex software implementation projects while partnering closely with executive-level client sponsors to ensure alignment on scope, timeline, and desired business outcomes.

• Drive onboarding efforts for new and existing customers, prescribing best-practice recommendations that tie directly to their objectives.

• Develop and maintain detailed project plans, work breakdown structures, and communication cadences to ensure on-time, on-budget delivery.

• Track project scope and, when necessary, estimate and execute change orders in partnership with the customer.

• Produce comprehensive weekly status reports and executive communications to keep internal and external stakeholders informed.

• Proactively identify project risks and issues, developing and executing mitigation plans to maintain project health.

• Coach and mentor project team members (often across multiple time zones) to facilitate effective teamwork and knowledge transfer.

• Contribute to the continuous improvement of Professional Services by creating templates, policies, and tools that scale our delivery capabilities.
   

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, preferably with Project Management certification (e.g., PMP, PRINCE2) and/or 5 years of related experience

• 5+ years of experience managing enterprise-grade software implementation or professional services projects, or in a related customer-facing consulting role.

• Demonstrated success leading cross-functional, geographically dispersed project teams of up to 5 members on engagements valued at $0.5M+.

• In-depth knowledge of both waterfall and agile project management methodologies and tools.

• Executive presence with highly developed communication, presentation, and stakeholder-management skills.

• Proven ability to create structure in ambiguous situations and design effective delivery processes.

• Experience working with complex, multi-divisional, multi-geographical customers.

• Up to 10-15% travel for customer onsite meetings.

• Prior experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) preferred.

• Exposure to SaaS business models and metrics preferred

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 $71,000 – $91,200 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.