Customer Success Manager

Drive Adoption and Value Realization 

• Monitor adoption continuously, translating signals into purposeful outreach and intervention 

• Partner closely with Sales and Adoption Services to design adoption engagements 

• Run impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to value 

• Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs 

• Build an ROI narrative for each account in your portfolio, identifying and documenting Verified Outcomes 

Manage Health, Risk, and Operational Discipline 

• Monitor the health score for your portfolio; surface risks proactively and own remediation within defined timelines 

• Maintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgency 

Drive Scaled Impact with AI and Creative Systems Thinking 

• Design and execute scaled tactics — digital communications, open trainings, async resources, signal-triggered outreach 

• Use AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narratives 

• Document what works and what doesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team 

What We're Looking For 

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment 

• Demonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action 

• Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation 

• Outcome-driven and able to deliver value through targeted, time-boxed engagements 

• Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing 

• AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact 

Preferred 

• Experience in legal technology, eDiscovery, compliance workflows, or regulated industries 

• Familiarity with Gainsight, Salesforce, or equivalent CS platforms 

• Experience designing or running scaled digital customer programs (newsletters, webinars, async resources)