Manager, Ongoing Services

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered 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 Manager to join our Services team  reporting to the Corporate Strategy Principal. This role is a remote role based in Hyderabad, India.  In this role, you’ll play a key role in driving customer adoption and long-term success by leading a team of Solutions Architects and Front-End Developers to optimize implementations and deliver measurable business outcomes. This is a great opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys working cross-functionally with teams like Product, Engineering, and Customer Success. The ideal candidate brings strong skills in technical leadership, people management, and strategic customer engagement. What You'll Do:  Lead, mentor, and develop a team of Solutions Architects supporting ongoing customer engagements. Act as a coach, providing regular feedback, career guidance, and skill-building opportunities. Foster a high-performance culture focused on accountability, collaboration, and professional growth. Oversee utilization, workload distribution, and performance metrics to ensure delivery efficiency. Coordinate activities across multiple functional areas such as Customer Success, Product, and Professional Services. Manage project timelines, budgets, and delivery quality across multiple concurrent engagements. Exercise independent judgment and discretion to resolve escalations and make operational trade-offs. Ensure adherence to delivery frameworks, standard operating procedures, and documentation best practices. Monitor KPIs such as utilization, CSAT, and renewal influence, implementing process improvements as needed. Identify risks and blockers proactively and collaborate cross-functionally to resolve them. Work closely with internal teams (Product, Engineering, Services Operations) to address complex use cases and customer escalations. Regularly interact with other managers and senior stakeholders to influence delivery direction and resource allocation. Contribute to internal templates, accelerators, and frameworks that enhance scalability and consistency. Represent the Post Onboarding function in internal planning and strategy sessions. This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For:  3–6 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS Implementation. 3–4 years of management or supervisory experience leading customer-facing or technical teams. Hands-on experience with CRM platforms, databases, and data integration tools. Strong understanding of Customer Success and lifecycle management principles. Proven ability to manage multiple client projects (typically 5–10 concurrent engagements). Exceptional communication, facilitation, and stakeholder management skills. Nice-to-have skills or experience: Prior experience with Gainsight CS and/or PX platforms. Experience in a post-onboarding or ongoing account management role. Salesforce or Microsoft Dynamics certification or equivalent experience. Bachelor’s degree or equivalent experience. 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.   We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. 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 contact recruiting@gainsight.com.  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.