Strategic Engagement Manager

About Gainsight: Gainsight is the 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 Strategic Engagement Manager (SEM) to join our Professional Services team, reporting to the SEM Manager. This role is a remote role based in the United States. In this role, you’ll play a key role in driving successful enterprise-level implementations of the Gainsight platform for our customers by owning the end-to-end onboarding and delivery lifecycle. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Sales, Customer Success, Product, and Engineering. The ideal candidate brings strong skills in enterprise project management, stakeholder communication, and enterprise software implementation. What You'll Do: Execute complex software implementation projects while partnering closely with executive-level client sponsors to ensure alignment on scope, timeline, and desired business outcomes. Drive onboarding efforts for new and existing customers, prescribing best-practice recommendations that tie directly to their objectives. Develop and maintain detailed project plans, work breakdown structures, and communication cadences to ensure on-time, on-budget delivery. Track project scope and, when necessary, estimate and execute change orders in partnership with the customer. Produce comprehensive weekly status reports and executive communications to keep internal and external stakeholders informed. Proactively identify project risks and issues, developing and executing mitigation plans to maintain project health. Coach and mentor project team members (often across multiple time zones) to facilitate effective teamwork and knowledge transfer. Contribute to the continuous improvement of Professional Services by creating templates, policies, and tools that scale our delivery capabilities. 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 We're Looking For: Bachelors Degree (or equivalent experience, preferably with Project Management certification (e.g., PMP, PRINCE2) and/or 5 years of related experience 5+ years of experience managing enterprise-grade software implementation or professional services projects, or in a related customer-facing consulting role. Demonstrated success leading cross-functional, geographically dispersed project teams of up to 5 members on engagements valued at $0.5M+. In-depth knowledge of both waterfall and agile project management methodologies and tools. Executive presence with highly developed communication, presentation, and stakeholder-management skills. Proven ability to create structure in ambiguous situations and design effective delivery processes. Experience working with complex, multi-divisional, multi-geographical customers. Up to 10-15% travel for customer onsite meetings. Prior experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) preferred. Exposure to SaaS business models and metrics preferred 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 c ... (truncated, view full listing at source)