VP, Global Support & Technical Success

About the 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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

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.

Qualifications

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.

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.

Pay

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.

Schedule

This role is a remote role based in the USA.