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 Senior Technical Project Manager to join our Services team reporting to the Manager, SEM. This role is a hybrid role based in London, UK.
In this role, you’ll play a key part in driving customer success and expanding Gainsight’s impact by leading large-scale implementations and ensuring our solutions deliver measurable business outcomes. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Customer Success, Account Management, and Solution Architecture. The ideal candidate brings strong skills in project management, stakeholder engagement, and strategic problem-solving.
What You'll Do:
Translate customer business requirements into delivery-ready scope.
Assess customer readiness through CS maturity, data availability, and client resources.
Execute multi-workstream software and services projects for existing customers, including red-account recovery plans and expansion into new business units.
Partner closely with executive sponsors to define scope, success criteria, timelines, budgets, and change-management approaches.
Drive strategic account plans in partnership with Customer Success, Account Management, and Solution Architecture to deliver cohesive outcomes for enterprise clients.
Track and manage engagement scope; scope, price, and secure approval for change orders as required.
Develop and maintain detailed project plans and work breakdown structures, leveraging CRM (e.g., Salesforce), PSA (e.g., Kantata), PM tools (e.g., Smartsheet), and collaboration platforms (e.g., Slack, G Suite).
Produce executive-level status reports, run steering-committee meetings, and communicate progress, risks, and mitigation plans.
Identify, communicate, and proactively mitigate risks to ensure client satisfaction and successful delivery.
Build and nurture long-term relationships with VP and C-level stakeholders to drive trust, advocacy, and upsell opportunities.
Motivate and guide cross-functional, geographically dispersed teams; foster knowledge sharing and continuous improvement.
Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends.
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 may require occasional travel (10–15%) for customer onsite engagements, and for team meetings, training, or company events.
What We're Looking For:
Must-have skills or experience
Bachelors Degree (or equivalent experience) and/or 8 years of related experience.
5+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success.
Proven record of managing multiple concurrent IT/software projects with contract values exceeding $100K, and influencing engagements up to $1M+.
Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments.
Demonstrated success executing expansions and integrations within large accounts aligning delivery to evolving client needs.
Strong communication, presentation, and consultative skills for technical, business, and executive audiences.
Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite).
Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence.
Project Management certification (PMP, PRINCE2, or equivalent) preferred.
Nice-to-have skills or experience
Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce).
Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR).
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 private medical, dental, and vision coverage, income protection, life insurance, and a group pension plan. Additional benefits include a fertility stipend, access to coworking spaces around the globe and CycleScheme to support healthy commuting. 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 [email protected].
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.
