VP, Global Support & Technical Success
Remote regions
USBenefits
Unlimited PTO
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Responsibilities:
- Own the end-to-end customer support experience and CSAT metrics.
- Lead an AI-powered support model with intelligent routing and self-service.
- Manage escalation frameworks and cross-functional SLOs with Engineering.
Success Metrics:
- CSAT scores trending at or above industry benchmark (top-quartile).
- Support-influenced gross revenue retention through fast resolution and issue reduction.
Qualifications:
- 10–15 years of support or customer operations leadership experience.
- Track record of leading global support teams with strong operational outcomes.
- Experience building or scaling AI-powered support operations.
Benefits:
- Fully covered medical premiums (employee-only).
- Flexible PTO and 401(k) plan.
- Dental and vision coverage.
Gainsight
Gainsight is an AI-powered retention engine that helps customer-centric companies drive adoption and success. With over 2,000 customers and a strong focus on innovation, the company fosters a culture of collaboration, curiosity, and human-first values.