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  Program Manager to join our Customer Implementation team  reporting to the Sr. Director, Technical Services Delivery. This is a hybrid role based out of our  Wroclaw, Poland location. 

The Program Manager for Strategic Global Accounts is a key member of Gainsight's Professional Services Team, playing an essential role in driving long-term customer success and achieving commercial outcomes for our largest client partnerships. In this role, you will go beyond immediate service engagements to ensure sustained success and growth opportunities with strategic accounts. Collaborating across various functional teams both internally and within client organizations, you will leverage your skills in program management, stakeholder coordination, and strategic foresight to align Gainsight solutions with evolving customer objectives and drive impactful business outcomes.

What You'll Do: 

Orchestrate large-scale, multi-dimensional client programs that address complex requirements, drive optimal commercial outcomes, and ensure value realization for both Gainsight and the client.

Create detailed project plans, timelines, and budgets ensuring projects are delivered on time, within scope, and within budget. 

Proactively identify and mitigate delivery risks; lead the charge in resolving complex problems to keep delivery of program outcomes on track.

Facilitate collaboration among diverse functional groups, both within Gainsight (e.g., Professional Services, Engineering, Product, Customer Success, and Sales) and client organizations, fostering a unified approach to program delivery.

Identify key stakeholders, keep them informed of progress, address their concerns, manage expectations, and build strong, trusting relationships.

Regularly report on program progress, risks, metrics, and decisions to stakeholders and executive leadership, including effectively driving decision consensus through recurring SteerCos. 

Develop and maintain comprehensive program roadmaps that fosters continuous improvement and drives product adoption depth and breadth.

Design and implement efficient and repeatable processes for initiating, tracking, governing, and delivering programs.

Identify and advocate for appropriate cross-functional resources to support program delivery while optimizing resource costs and ultimately margins. 

Provide timely, valuable feedback on team performance, recognize achievements, and opportunities for professional growth.

Serve as a champion and coach for teammates, including identification of skill gaps and interests and creating opportunities for team members to gain new competencies through challenging assignments.

Actively contribute to the refinement of program management and project management methodologies; support program and project management skill development within Professional Services.  

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: 

8+ years of related experience and a Bachelors degree (or equivalent experience)

Preference given to candidates with 7+ years of experience managing complex, technical, multi-level customer programs in professional services, management consulting, or customer success roles, including at least 2 years focusing on strategic global accounts.

Proven track record in leading programs with service contract values exceeding $500k and strategically managing multi-year engagements.

Exceptional stakeholder management abilities with expertise in navigating complex, political, and multi-geographical customer environments and building long-lasting relationships with executive and key client stakeholders to facilitate trust, advocacy, and upsell opportunities.

Demonstrated capability in facilitating expansions and integrations within large accounts, aligning solutions with dynamic client needs.

Superior communication, presentation, and consultative skills; proven ability to engage with technical, business, and executive stakeholders to drive decisions.

Natural aptitude towards leading and inspiring cross-functional teams, leveraging negotiation and facilitation skills to drive consensus and deliver results.

Deep proficiency in CRM systems, program and project management applications, and collaboration tools to support effective engagement delivery.

Strong analytical and strategic thinking skills with a passion for continuous learning and driving excellence.

Willingness to travel up to 20% for client on-site program facilitation and stakeholder meetings.

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. While specific compensation and benefits may vary by employment type, here’s what we strive to provide to all teammates.

The starting base salary range for this role is PLN 12,000-17,000 monthly. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program. 

We offer a comprehensive benefits package including premium private medical care with priority appointments, Multisport Cards to support your physical well-being, and flexible remote work options. Partners can be included in both health and wellness programs. 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!

If this sounds like the right role for you, we’d love to hear from you.

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 let the recruiting team know. 

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.