Principal Strategic Engagement Manager

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 Principal Strategic Engagement Manager to join our Services team reporting to the Senior Manger, Technical Services . This role is a remote role based in The United States. In this role, you’ll play a key role in driving strategic impact for Gainsight’s most complex global client partnerships by leading large-scale programs, aligning executive stakeholders, and delivering measurable business outcomes. This is a great opportunity for someone who thrives in highly complex, matrixed environments and enjoys working cross-functionally with teams like Solution Architects, Technical Account Managers, Customer Account Managers, and Customer Success Managers. The ideal candidate brings strong skills in enterprise program management, executive stakeholder engagement, and cross-functional leadership. What You'll Do: Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value. Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction. Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy. Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial. Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings. Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment. Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion. Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts. Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership. 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: 10 years of relevant experience in enterprise program or project management, professional services, management consulting, or customer success, with a track record of managing global, strategic accounts. Bachelor’s degree required; advanced degree (e.g., MBA, MS in Engineering) or equivalent experience preferred. Demonstrated success leading large service contract programs with Fortune 500 clients, including experience with multi-year, multi-business-unit engagements. Executive-level stakeholder management and advisory experience (C-suite engagement required). Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization. Experience leading and mentoring others, fostering tale ... (truncated, view full listing at source)