VP, Global Support & Technical Success

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 VP, Global Support & Technical Success to join our Support team  reporting to the Chief Customer Officer. This role is a remote role based in the USA.

In this role, you'll play a key role in protecting Gainsight's customer base and gross revenue retention by leading a world-class global support organization that resolves customer issues quickly, scales intelligently through AI, and surfaces systemic patterns back to the business. This is a great opportunity for someone who thrives in a high-velocity, AI-native environment and enjoys working cross-functionally with teams like Customer Success, Product, Engineering, and Technical Services. The ideal candidate brings strong skills in global support operations leadership, AI-driven tooling and knowledge management, and cross-functional escalation management.

What You'll Do: 

• Make every customer interaction count. Own the end-to-end customer support experience, from the moment a customer raises an issue through to resolution, with the goal that every customer leaves an interaction feeling heard, helped, and confident in Gainsight. CSAT is the team’s north star metric, and this role is accountable for continuously improving it.

• Deliver fast, consistent resolutions at scale. Lead a fully operational AI-powered support model,  including knowledge base management, intelligent routing, and AI-assisted triage, so customers get accurate answers quickly, regardless of their tier, time zone, or complexity of their issue.

• Turn customer problems into permanent fixes. Partner with the Technical Escalations team to ensure that recurring issues affecting multiple customers are identified as cohort-level patterns, not treated as one-off tickets, and fed back to Product and Engineering so the underlying cause gets resolved.

• Hold the business accountable to customers. Establish and manage cross-functional SLOs with Engineering, Product, and Services, ensuring that when a customer’s issue requires action from another team, there are clear commitments and no customer falls through the cracks.

• Build a team that customers trust. Lead, develop, and retain a team of regional support managers and specialists across US, Europe, and Hyderabad, creating a culture where the customer experience drives every decision, and every teammate feels ownership over the outcome

• Use data to advocate for customers. Own support health metrics, CSAT, first response time, resolution time, escalation rate, and use them to surface customer pain signals to the CCO and ELT, ensuring leadership always has a clear picture of where customers are struggling and what’s being done about it.

• Catch at-risk customers before they escalate. Partner with the CS leadership team on the Staircase alert framework to ensure that customers showing early signs of friction get proactive attention, not just reactive response, with clear visibility into which signals are being actively managed.

This role may require occasional travel (up to 20%) for team meetings, training, or company events.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What Success Looks Like

Success in this role will be measured by outcomes such as:

• CSAT scores trending at or above industry benchmark (target: top-quartile for B2B SaaS support organizations), measured quarterly.

• Support-influenced GRR: documented contribution to retention outcomes through fast resolution, escalation containment, and systemic issue reduction fed back to Product and Engineering.

What We're Looking For: 

Must-have skills or experience:

• 10–15 years of relevant experience in support, technical services, or customer operations leadership, with a bachelor’s degree in a relevant field (or equivalent combination of education and experience), required.

• Demonstrated track record leading global support teams (US + India or similar distributed model) with strong operational outcomes on CSAT, SLA, and resolution metrics.

• Hands-on experience building or scaling AI-powered support operations, including knowledge base management, AI-assisted routing, and self-service tooling (e.g., Zendesk, Forethought, or equivalent platforms).

• Experience managing escalation frameworks at scale, including triage protocols, cross-functional SLO negotiation with Engineering and Product, and cohort-level issue resolution.

• Strong data orientation. Able to build and present support health dashboards, surface trend analysis, and translate metrics into strategic decisions for a CCO and ELT audience.

Nice-to-have skills or experience:

• Experience supporting a SaaS CS or CX platform (Gainsight, Salesforce, Zendesk, or similar) or deep familiarity with the customer success software market.

• Familiarity with Staircase AI, Gainsight Health Scores, or similar early warning signal frameworks used in B2B customer health monitoring.

• Track record building internal escalation team charters, operating models, or cross-functional alignment processes at a VP level in a PE-backed or high-growth environment.

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. 

• The starting base salary range for this role is $225,000 - $255,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program. 

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. 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 are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.