VP, Brand & Communications

Job Description:

Join Our Team at GainsightWho We Are

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.

About the Role

VP Brand & Communications

Gainsight is evolving—from the creator of the Customer Success category to the company defining the future of customer retention powered by agentic AI. At the center of this transformation is Atlas, our proprietary family of AI agents designed to drive intelligent, proactive outcomes across the post-sale journey.

As our VP of Brand & Communications, you’ll lead the team responsible for telling the world what Atlas is, why it matters, and how it powers CustomerOS—our operating system for durable growth. This is a rare opportunity to shape the next chapter of one of SaaS’s most beloved brands and to make AI not just a product feature, but a foundational pillar of our story.

You’ll oversee a multi-disciplinary team across press, social media, content strategy, design, and video, ensuring Gainsight shows up with clarity, creativity, and confidence. You’ll be a close partner to product, sales, and executive leadership, translating vision into voice and innovation into industry impact.

What You’ll Own

• Brand Strategy & Evolution: Lead the evolution of Gainsight’s brand from a CS platform to a Customer Retention leader—anchored in Atlas and the power of agentic AI.

• AI Storytelling: Build Atlas into a core pillar of our external brand—developing the narrative, naming, visual identity, and campaign strategy to scale it as a platform.

• Narrative Development: Refine and scale the CustomerOS story across all channels—from product launches and PR to web and event keynotes.

• Thought Leadership & Content: Drive a content engine that positions Gainsight at the forefront of retention, AI, and the modern post-sale experience.

• Press Relations: Own PR  strategy—shaping how the market understands Gainsight’s role in powering retention through intelligence and automation.

• Social Media & Executive Voice: Grow Gainsight’s social presence and elevate our executives, customers, and community voices across digital platforms.

• Creative & Brand Identity: Guide the evolution of our visual identity to reflect the intelligence and boldness of our vision—especially as we scale AI messaging.

• Cross-Functional Partnership: Collaborate across Product Marketing, Demand Gen, Customer Marketing, and GTM teams to ensure brand momentum drives pipeline and category impact.

• Team Leadership & Development: Build, lead, and develop a high-performing team. Provide mentorship, career growth opportunities, and feedback to empower your team to do the best work of their careers.

• Measurement & Optimization: Establish clear KPIs and performance benchmarks for brand health, PR outcomes, content engagement, and campaign effectiveness. Regularly analyze and optimize strategy based on insights.
   

What You Bring

• 10+ years of experience in brand, communications, or integrated marketing—ideally in high-growth SaaS or category-defining environments

• Proven success evolving brand narrative and identity during a major shift (e.g., product evolution, AI pivot, category creation)

• Deep understanding of how to bring technical innovation—like AI agents—to life through accessible, strategic storytelling

• Experience leading press, content, social, and design teams toward a unified brand goal

• Strong writing, editorial, and creative instincts with a track record of high-impact campaigns

• Act as a strategic thought partner to executive leadership by shaping brand and communication strategy in alignment with company vision and influencing cross-functional adoption of messaging.

• Demonstrated ability to scale and adapt brand strategy in dynamic, fast-paced environments

• Strong operational and project management skills. Ability to drive complex initiatives from concept to launch

• Global mindset and experience supporting international markets or distributed teams

• Oversee vendor partnerships, agency contracts, and brand budget allocation to maximize ROI across programs

• Bonus: Background in AI, platform branding, or working with developer/technical audiences

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

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.

Job Description Summary

Gainsight is evolving—from the creator of the Customer Success category to the company defining the future of customer retention powered by agentic AI. At the center of this transformation is Atlas, our proprietary family of AI agents designed to drive intelligent, proactive outcomes across the post-sale journey.
As our VP of Brand & Communications, you’ll lead the team responsible for telling the world what Atlas is, why it matters, and how it powers CustomerOS—our operating system for durable growth. This is a rare opportunity to shape the next chapter of one of SaaS’s most beloved brands and to make AI not just a product feature, but a foundational pillar of our story.
You’ll oversee a multi-disciplinary team across press, social media, content strategy, design, and video, ensuring Gainsight shows up with clarity, creativity, and confidence. You’ll be a close partner to product, sales, and executive leadership, translating vision into voice and innovation into industry impact.