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We're building the AI-driven future of customer success, from retention to growth!

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 Director of Communications to join our Marketing team reporting to the SVP Corporate Marketing. This role is a remote role based in the United States.

In this role, you'll play a key role in shaping and scaling Gainsight's corporate narrative by defining how the company is positioned in the market, building the systems that operationalize that story, and ensuring it reaches the audiences that matter most. This is a great opportunity for someone who thrives in a fast-paced, cross-functional environment and enjoys partnering with teams across marketing, product, executive leadership, analyst relations, and communications. The ideal candidate brings strong skills in strategic storytelling, executive and corporate communications, and communications operations with an AI-first mindset.

What You'll Do:

• Evolve and refine Gainsight's corporate narrative to reflect the company's platform, mission, and market position in the agentic AI era.

• Develop and operationalize communications frameworks, governance models, and editorial processes that ensure consistent messaging across the organization.

• Build and scale an AI-first communications strategy by enabling AI systems and employees with Gainsight's messaging, voice, and tone.

• Lead integrated thought leadership initiatives in partnership with cross-functional teams across marketing, product, and executive leadership.

• Design and manage spokesperson training and executive communications programs to strengthen external representation of the brand.

• Own Gainsight's communications strategy across media relations, analyst relations, internal communications, social media, and market-facing messaging.

• Ensure Gainsight's story reaches key audiences effectively through coordinated PR, executive visibility, and strategic communications initiatives.

• Partner closely with the SVP of Corporate Marketing and broader communications team to execute high-impact corporate communications programs.

• Help position Gainsight as the leading retention-as-a-service partner for modern businesses navigating the agentic era.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For:

• 8 to 12 years of communications experience, with meaningful time in B2B SaaS or enterprise tech. You know how to tell complex software stories simply.

• Proven track record across the full communications spectrum: PR, analyst relations, executive communications, and social. You have owned the narrative, not just executed someone else's.

• A narrative architect. You can take a multi-product, high-velocity company and build a coherent story that makes the market sit up and pay attention.

• A systems builder. You think in programs and frameworks, not one-off wins. You leave infrastructure behind you.

• An exceptional writer and editor. You can turn a raw executive perspective into a polished byline, a crisis into a measured response, and a product launch into a news moment.

• Strong executive presence and the instinct to counsel senior leadership. You are a strategic partner, not just a skilled executor.

• High agency and low ego. You are equally comfortable setting the strategy and rolling up your sleeves to get it done.

• A player-coach. You are a strong writer with deep AP style fluency and an instinct for what makes copy sing. You lead by doing, not just directing, and the team sees it.

• Genuine curiosity about AI, customer success, and the intersection of technology and business outcomes. You need to know the space to shape how the world sees it.

• Experience at a category-creating company. You have helped define how a market is understood, not just how a company is covered.

• An existing network in B2B tech media, analyst firms, or the customer success community.

• Background in journalism or a communications discipline that sharpened your instincts for what makes a story land.

• Experience building integrated thought leadership programs across executive, content, and social channels.

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.

• The starting base salary range for this role is $175,000 - $190,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight's equity program. Actual compensation may vary based on factors such as skills, experience, and location.

• 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.

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 contact recruiting@gainsight.com.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.