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customer success saas ai data-driven gainsight📋 Description
- Lead a high-volume team managing 75–150+ accounts per CSM across EMEA.
- Define scalable onboarding, adoption, renewal, and expansion playbooks.
- Build a data-driven rhythm using Gainsight to monitor health and risk.
- Partner with Sales, RevOps, Marketing, Product to align insights with GTM.
- Drive digital programs and AI-enabled workflows to boost engagement and CS efficiency.
- Handle escalations with strategic leadership and foster an inclusive, accountable culture.
🎯 Requirements
- 5+ years in SaaS Customer Success or similar function.
- 2+ years of people management leading CSMs.
- Experience in mid-market, tech-touch, or scaled CS models.
- Bachelor’s degree from a 4-year accredited institution.
- Strong analytical skills; data-driven prioritization and performance management.
- Experience building scalable engagement playbooks and workflows.
🎁 Benefits
- Flexible, remote work model with regional openness.
- Professional development stipend and ongoing learning.
- Comprehensive health and parental leave plans.
- Remote-friendly by default with in-person options where available.
- Inclusive culture focused on belonging and teamwork.
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