Lead Program Manager

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 Lead Program Manager to join our Customer Implementation team  reporting to the Sr. Director, Technical Services Delivery. This is a hybrid role based out of our Wroclaw, Poland location. 

In this role, you’ll play a key role in driving Gainsight’s most strategic and high-impact client engagements by leading programs for global, multi-million-dollar accounts and shaping best-in-class delivery for our largest partnerships. This is a great opportunity for someone who thrives in complex, dynamic environments and enjoys working cross-functionally with teams like Engineering, Product, Customer Success, and executive client stakeholders. The ideal candidate brings strong skills in program leadership, executive stakeholder management, and strategic account growth.

What You'll Do: 

• Serve as account team leader and single point of accountability for Gainsight’s most complex, strategic global account programs, influencing multi-year customer transformation journeys.

• 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.

• Shape and champion long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion.

• Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment.

• Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership.

• Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy.

• Lead continuous improvement initiatives and drive the evolution of program management methodologies, tools, and processes at an organizational level.

• Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts.

• Actively contribute to the overall strategy and vision of the Professional Services function; drive knowledge-sharing and innovation across the team.

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: 

Must-have skills or experience:

• 12+ years of experience leading complex, global, technical programs for enterprise clients in professional services, management consulting, or customer success roles, with 4+ years focusing on strategic global accounts.

• Executive-level stakeholder management, with a proven ability to influence, advise, and partner with leaders in dynamic, multi-cultural and multi-geographical environments.

• Demonstrated success overseeing $1M+ service engagements, with full accountability for program vision, commercial outcomes, and client satisfaction.

Nice-to-have skills or experience:

• MBA or equivalent advanced degree preferred

• Thought leadership or contribution to industry best practices in program management

• Experience with digital transformation programs in SaaS environments

• Consulting background at a leading management consultancy

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• Superior leadership, coaching, and mentorship skills, with a track record of building high-performing program management teams.

• Expertise in driving business transformation, client value realization, and solution expansion in large enterprise settings.

• Advanced proficiency in CRM, project/program management applications, and remote collaboration tools.

• Strong analytical, strategic thinking, and executive communication skills.

• Willingness to travel up to 20% for global stakeholder engagement and executive program forums.

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. While specific compensation and benefits may vary by employment type, here’s what we strive to provide to all teammates.

The starting base salary range for this role is PLN 19,250-24,750 monthly. 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 premium private medical care with priority appointments, Multisport Cards to support your physical well-being, and flexible remote work options. Partners can be included in both health and wellness programs. 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 let the recruiting team know. 

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.