Job Description:
Join Our Growing Family at Gainsight as a Customer Success Manager
We are excited to introduce Gainsight™ to talented individuals in Mexico as we continue to expand our global family. Gainsight is a rapidly growing, venture-backed tech company revolutionizing Customer Success for businesses around the world. Our comprehensive, end-to-end Customer Success platform empowers organizations to grow faster by reducing churn, increasing upsell opportunities, and fostering strong customer advocacy.
Our industry-leading platform enables companies to manage customer relationships effectively, monitor customer health, and transform how organizations prioritize their customers. Trusted by major companies like Box, Adobe, and Workday, Gainsight is the preferred choice for leading enterprises looking to optimize their Customer Success strategies.
We are proud to be recognized by Forbes as one of the top 100 private cloud companies globally, celebrated by Inc. Magazine as one of America's fastest-growing private companies, and honored by Fortune Magazine as one of the great workplaces in tech.
At Gainsight, we place a strong emphasis on diversity and inclusion within our core values. We promote a culture that celebrates individuality and inclusivity, welcoming all individuals regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical ability, veteran status, or age.
We invite talented professionals from across Mexico to join our vibrant team, with offices located in various countries including US, India, Germany, Israel, UK and more. Be part of our journey toward remarkable growth and innovation at Gainsight, where your career and personal development can thrive together!
Job Description
The Customer Success Manager or Client Outcomes Manager (COM) will be joining our fast-growing EMEA Customer Success team responsible for delivering massive value to our customers located across the globe. On a day to day basis, the COM manages client engagements and works in tight partnership with the Client to do the following:
Set strategic direction in Client’s use of Gainsight to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices
Facilitate setting outcomes and measurable objectives with the Client (“success criteria”)
Hold Client and Gainsight accountable to delivering against success criteria
Engage across the Client's organization and works cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions
Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight product
Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success
What You'll Do
Customer Consultation
Work with new and existing Gainsight customers to provide onboarding, integration, education and documentation to drive long term customer success & value with Gainsight
Strategically Configure, Test, Document, and educate both Gainsight and Customer resources on system design to ensure long term success
Recommend best practice use case of Gainsight based on understanding of customer’s business, use cases, success criteria for getting value, and data
Outcomes and Risk Management
Remain up to date on Gainsight product features and developed use cases to drive customers to best practice standards
Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Chatter and Email, and via weekly 1:1s with your Manager
Documentation
Produce internal best practices and customer user stories to strengthen the implementation process for the Corporate customer segment
Collaboration
Collaborate closely with Post-Sales team both in the US and in India
Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions
Maintain a highly organized and accurate task list, visible to project management and other project resources engaged
What We're Looking For
Advanced or fluent in English Language (Writing, reading & speaking)
BA/BS Degree or licenciatura
3+ years of recent technical experience is required using technologies such as Salesforce or other CRM and handling technical support cases for a B2B SaaS company, etc.
4+ years of recent experience in Professional Services/Consulting/Customer Success
Experience working with cross functional teams within a customer organization to support a joint outcome
Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must
Passion for customer success & excellence
Additional Skills
Passion for Gainsight Values of Golden Rule, Success for All and Childlike Joy
Thrive in a fast pace environment with ability to prioritize and multi-task on the fly
Resourcefulness, creativity and strategic thinking for troubleshooting problems
Self motivated and self-directed; Fast learner
Strong English communication and documentation skills
Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
Strong attention to detail and documentation
Comfortable in supporting and working with global customers across many time zones
Job Benefits
At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.
Here are our 5 core values
Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.
Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.
Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.
Shoshin: We believe in a beginner’s mind. Don’t surround yourself with people like you--diversity breeds creativity.
Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is think more, not doing more.
Why You’ll Love It Here
Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!
Our Leadership: We offer the leading tech solution for driving Customer Success.
Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
Our Impact: We help our customers make millions of dollars more per year.
Our Clients: Big companies like Box, Adobe, Marketo, and many others.
Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends
Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.
Role is remote-based in Mexico. Candidates may be asked to meet in person with our team in Mexico City as a part of our hiring process.
Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Description Summary
The Customer Success Manager or Client Outcomes Manager (COM) will be joining our fast-growing EMEA Customer Success team responsible for delivering massive value to our customers located across the globe. On a day to day basis, the COM manages client engagements and works in tight partnership with the Client to do the following:Set strategic direction in Client’s use of Gainsight to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices
Facilitate setting outcomes and measurable objectives with the Client (“success criteria”)
Hold Client and Gainsight accountable to delivering against success criteria
Engage across the Client's organization and works cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions
Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight product
Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success