Scaled Customer Success Manager

Gainsight is not just a software company – we're the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as "The Customer Success Company." Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day. This position is onsite in Mexico City.

Job Description

As a Scaled Customer Success Manager, you'll support a portfolio of clients in Gainsight's Scaled segment. Key priorities include leveraging automation and scalable processes to manage risk, drive adoption, and ensure customer outcomes leading to renewals, expansion, and advocacy.

What You'll Do

• Establish effective relationships with clients, delivering impactful and scalable customer experiences

• Communicate value and outcomes consistently to clients throughout the customer lifecycle

• Serve as the customer's trusted resource for Gainsight best practices in a scaled, automated environment

• Utilize Gainsight's technology to capture and manage customer goals, objectives, and success metrics at scale

• Monitor customer health metrics, proactively identifying risks, and addressing them efficiently

• Collaborate cross-functionally within Gainsight to manage customer interactions effectively at scale

• Identify and escalate potential opportunities for expansion and renewal to appropriate internal stakeholders

• Provide insightful feedback on client needs internally, collaborating closely with internal teams to enhance customer success

• Represent Gainsight professionally in customer interactions and online communities

What We're Looking For

• 3+ years of experience in Customer Success. Be sure to tell us about any Gainsight University or Pulse+ certifications or courses you have taken. 

• Recent Gainsight experience is preferred

• World Class understanding of Customer Success concepts, best practices, and execution strategies

• Significant experience driving success with customers using complex products 

• Expertise interfacing and communicating effectively with C-level executives, in order to understand their priorities, translate those to impactful objectives and discuss and drive program strategy and ROI, on an ongoing basis

• Ability to create structure in ambiguous situations, react promptly and appropriately to urgent situations and design and execute effective processes

• Experience collaborating with cross-functional teams (e.g. Sales, Product, Marketing, Services)

• Candidates must be currently based in Mexico to be considered for this role.

Why You Belong Here

You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you'll have the freedom to innovate, the support to grow your career, and the chance to make a real impact on thousands of businesses and their customers. We welcome talented people from all backgrounds – whether you build products, close deals, delight clients, or drive strategy, you'll find an open door and a community that has your back. If you're ambitious, curious, and ready to bring your whole self to work, come make your mark with us. Let's build something special together.

At Gainsight, we empower companies to deliver exceptional customer experiences and drive sustainable growth. Our suite of solutions helps businesses connect with their customers at every stage of their journey:

• Customer Success (Gainsight CS) – Tools to help customer success teams drive retention, expand relationships, and turn customers into lifelong advocates.
   

• Relationship Intelligence (Staircase AI, by Gainsight) – Insights that enable teams to proactively strengthen customer relationships and prevent churn.
   

• Product Experience (Gainsight PX) – Solutions that help product teams improve onboarding, drive feature adoption, and create user experiences customers love.
   

• Customer Communities – Dynamic spaces where customers can connect, collaborate, and find the resources they need to succeed.
   

• Customer and Partner Education (Skilljar by Gainsight) – Scalable education platforms that help companies onboard, train, and engage their customers and partners.
   

At every step, we help businesses create deeper connections, deliver more value, and achieve greater growth.

Our culture is what truly sets us apart – we believe you can win in business by being human-first and never saying no to a moment of childlike joy. That means we put people at the heart of everything we do, treating each other with empathy, embracing diversity, and having fun along the way. Five core values guide us: Golden Rule (treat others as you want to be treated), Success for All (win together), Childlike Joy (bring your inner child to work), Shoshin (beginner's mind, always learning), and Stay Thirsty (keep aiming higher). These values aren't just posters on a wall – we live them daily, shaping how we build products, support our customers, and celebrate our wins. At Gainsight, we work hard, laugh a lot, and lift each other up every step of the way.