VP, Global Support & Technical Success

Role Overview Gainsight is seeking a VP of Global Support and Technical Success to lead our world-class support organization. Reporting to the Chief Customer Officer, you will protect customer retention by scaling support operations intelligently through AI. This hybrid leadership role is based in Hyderabad and drives customer satisfaction for over 2,000 global clients. Key Responsibilities - Own the end-to-end customer support experience, focusing on maximizing global customer satisfaction. - Lead an AI-powered support model utilizing intelligent routing, triage, and self-service. - Partner with technical escalations teams to resolve cohort-level product issues with engineering. - Establish and manage cross-functional service level objectives across product and engineering teams. - Recruit, lead, and develop regional support managers across the US, Europe, and India. - Monitor and report support health metrics and customer pain signals to executive leadership. Required Qualifications - Bachelor's degree in a relevant field or equivalent educational combination. - 10 to 15 years of leadership experience in technical support or customer operations. - Experience leading global support teams in a distributed US and India model. - Experience scaling AI-powered support tools and knowledge bases like Zendesk. - Strong analytical skills to build support health dashboards and strategic reports. Why Join Us At Gainsight, you will thrive in a Human-First culture, enjoy recharge holidays, flexible remote options, and comprehensive wellness benefits.