Gainsight is seeking a Scaled Customer Success Manager. This position is onsite in Mexico City.
Overview
As a Scaled Customer Success Manager, you will support a portfolio of 75-150+ clients in Gainsight's Scaled segment. Key priorities include leveraging automation and scalable processes to manage risk, drive adoption, and ensure customer outcomes that lead to renewals, expansion, and advocacy.
Responsibilities
* 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-functional 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
Qualifications
* 3+ years of experience in Customer Success; mention Gainsight University or Pulse+ certifications if you have them
* Recent Gainsight experience 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 to understand priorities, translate them into objectives, and discuss program strategy and ROI
* Ability to create structure in ambiguous situations and design and execute effective processes
* Experience collaborating with cross-functional teams such as Sales, Product, Marketing, and Services
* Candidates must be currently based in Mexico to be considered for this role
Why Gainsight
You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you will 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 and perspectives.
Our Solutions
* 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
Our Culture
Our culture is human-first and team-focused. We put people at the heart of everything we do, treat each other with empathy, embrace diversity, and have fun along the way. Our five core values guide us: Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty. We live these values daily in how we build products, support customers, and celebrate our wins.
#J-18808-Ljbffr