Technical Project Manager- UK
Role Summary
Join Gainsight as a Technical Project Manager in London, leading transformative AI-driven customer success projects.
About the Organisation
We’re looking for a full-time Technical Project Manager to join our Professional Services team, reporting to the SEM Manager. This role is a Hybrid role based in the UK.
In this role, you’ll play a key role in driving successful enterprise-level implementations of the Gainsight platform for our customers by owning the end-to-end onboarding and delivery lifecycle. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Sales, Customer Success, Product, and Engineering. The ideal candidate brings strong skills in enterprise project management, stakeholder communication, and enterprise software implementation.
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:
Key Responsibilities
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
- Execute complex software implementation projects while partnering closely with executive-level client sponsors to ensure alignment on scope, timeline, and desired business outcomes.
- Drive onboarding efforts for new and existing customers, prescribing best-practice recommendations that tie directly to their objectives.
- Develop and maintain detailed project plans, work breakdown structures, and communication cadences to ensure on-time, on-budget delivery.
- Track project scope and, when necessary, estimate and execute change orders in partnership with the customer.
- Produce comprehensive weekly status reports and executive communications to keep internal and external stakeholders informed.
- Proactively identify project risks and issues, developing and executing mitigation plans to maintain project health.
- Coach and mentor project team members (often across multiple time zones) to facilitate effective teamwork and knowledge transfer.
- Contribute to the continuous improvement of Professional Services by creating templates, policies, and tools that scale our delivery capabilities.
Minimum Requirements
- Bachelors Degree (or equivalent experience, preferably with Project Management certification (e.g., PMP, PRINCE2) and/or 5 years of related experience
- 5+ years of experience managing enterprise-grade software implementation or professional services projects, or in a related customer-facing consulting role.
- Demonstrated success leading cross-functional, geographically dispersed project teams of up to 5 members on engagements valued at $0.5M+.
- In-depth knowledge of both waterfall and agile project management methodologies and tools.
- Executive presence with highly developed communication, presentation, and stakeholder-management skills.
- Proven ability to create structure in ambiguous situations and design effective delivery processes.
- Experience working with complex, multi-divisional, multi-geographical customers.
- Up to 10-15% travel for customer onsite meetings.
- Prior experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) preferred.
- Exposure to SaaS business models and metrics preferred
Eligibility Criteria
The role is hybrid and candidates should have strong skills in project management and software implementation.
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