Technical Project Manager

Gainsight is not just a software company – we’re the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as “The Customer Success Company.” Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day.

Technical Project Manager

In this role, you’ll play a key role in Gainsight, you will be responsible for developing and executing strategies to deliver at scale Communities for our Customers. This is a great opportunity for someone who thrives in a fast paced critical customer impacting role and enjoys working cross-functionally with teams like Sales, Pre-sales & Professional Services Sales. The ideal candidate brings strong skills in Project & Customer Management and Technical skills.

Gainsights Professional Services team partners with customers to build tailored solutions helping customers achieve their vision. We collaborate to understand our customer needs, deliver results, and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.

As a Technical Project Manager, you will be responsible for:

• Project Planning and Execution:

  • Develop detailed project plans that define clear objectives, timelines, milestones, and resources for migration and community initiatives.

  • Establish and enforce project guardrails to manage scope, resources, and timelines effectively.

• Workstream Management:

  • Identify, create, and manage workstreams, ensuring all aspects of the project are coordinated and aligned with overall goals.

  • Facilitate communication across teams to maintain alignment and momentum.

• Operational Cadence:

  • Establish an operating cadence with regular project updates, status meetings, and stakeholder communications to ensure transparency and accountability.

• Process Documentation and Optimization:

  • Analyze existing processes, document them comprehensively, and recommend optimizations to enhance efficiency and visibility.

  • Ensure documentation is user-friendly and accessible for both internal teams and end-users.

• Stakeholder Engagement and Collaboration:

  • Collaborate with cross-functional teams, including IT, Design, Strategy, and Marketing, to ensure cohesive execution and delivery.

  • Serve as the primary point of contact for stakeholders, addressing concerns and facilitating solutions.

• Risk and Issue Management:

  • Identify potential risks and issues early, developing strategies for mitigation and resolution to ensure project success.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

Key Performance Indicators (KPIs)

Success in this role will be measured by outcomes such as:

• Manage to Project Deliverables

• Customer CSAT and/or Community TTV Achievement

• On-time Project Delivery Rate

• Issue Resolution Time

Qualifications:

• Bachelors Degree in Project Management, Business Administration, or a related field and/or 8 years of related experience

• Advanced degree or certification (e.g., PMP, Agile) is a plus.

• Proven experience (5+ years) managing projects, ideally within an online community or digital platform context.

• Strong familiarity with online community platforms and an understanding of community management principles.

• Excellent organizational, analytical, and problem-solving skills.

• Exceptional written and oral communication skills, with the ability to document and communicate complex processes clearly.

• Proficiency in project management tools and software (e.g., MS Project, Asana, Trello).

• Experience in process improvement methodologies, such as Lean or Six Sigma, is advantageous.

• Ability to work independently and as part of a team, demonstrating initiative and leadership capabilities.

Why You Belong Here

You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you’ll have the freedom to innovate, the support to grow your career, and the chance to make a real impact on thousands of businesses and their customers. We welcome talented people from all backgrounds – whether you build products, close deals, delight clients, or drive strategy, you’ll find an open door and a community that has your back. If you’re ambitious, curious, and ready to bring your whole self to work, come make your mark with us. Let’s build something special together.

At Gainsight, we empower companies to deliver exceptional customer experiences and drive sustainable growth. Our suite of solutions helps businesses connect with their customers at every stage of their journey:

• Customer Success (Gainsight CS) – Tools to help customer success teams drive retention, expand relationships, and turn customers into lifelong advocates.
   

• Relationship Intelligence (Staircase AI, by Gainsight) – Insights that enable teams to proactively strengthen customer relationships and prevent churn.
   

• Product Experience (Gainsight PX) – Solutions that help product teams improve onboarding, drive feature adoption, and create user experiences customers love.
   

• Customer Communities – Dynamic spaces where customers can connect, collaborate, and find the resources they need to succeed.
   

• Customer and Partner Education (Skilljar by Gainsight) – Scalable education platforms that help companies onboard, train, and engage their customers and partners.
   

At every step, we help businesses create deeper connections, deliver more value, and achieve greater growth.

Our culture is what truly sets us apart – we believe you can win in business by being human-first and never saying no to a moment of childlike joy. That means we put people at the heart of everything we do, treating each other with empathy, embracing diversity, and having fun along the way. Five core values guide us: Golden Rule (treat others as you want to be treated), Success for All (win together), Childlike Joy (bring your inner child to work), Shoshin (beginner’s mind, always learning), and Stay Thirsty (keep aiming higher). These values aren’t just posters on a wall – we live them daily, shaping how we build products, support our customers, and celebrate our wins. At Gainsight, we work hard, laugh a lot, and lift each other up every step of the way.