Manager, Gainsight

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 175,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

As the Manager of Gainsight, you will own the configuration, optimization, and ongoing management of our Gainsight platform. You’ll be the operational backbone for Customer Experience, designing scalable processes and programs that bring journey orchestrators, success plans, and playbooks to life — enabling our teams to work smarter and deliver more value to customers.

You’ll partner closely with CX and CS leadership, RevOps, and Enablement to ensure Gainsight supports a seamless customer and agent experience. This role requires strong knowledge of Gainsight’s core functionalities, including journey orchestration, playbook management, rules engine, dashboards, and reporting.

Success in this role means fully leveraging Gainsight to streamline operations, provide data-driven insights, and enable CX and CS teams to deliver more value. Your work will strengthen retention, improve visibility into customer health, and empower the business to create a consistently exceptional customer experience.

What we’re looking for:

• 4+ years of experience administering Gainsight and with CRM integrations (e.g., Salesforce).

• Deep understanding of customer journey; onboarding, activation, expansion and retention strategies.

• Ability to design advanced reports, dashboards, and scorecards to track customer health and success metrics.

• Hands-on expertise of Gainsight CS (Customer Success), including CTAs, Playbooks, Success Plans, Rules Engine, Journey Orchestrator, Surveys, and Dashboards.

• Strong experience with data modeling, ingestion, and transformation in Gainsight. Ability to manage relationships, objects, and schema.

• People leadership experience (1-2 years minimum), including setting priorities, managing performance, and developing team members’ careers.

• Proven ability to guide teams and stakeholders through change management initiatives, ensuring adoption of new processes, features, and tools.

• Track record of building alignment across functions and influencing senior stakeholders on platform roadmap and strategy.

• Experience leading Gainsight-related initiatives end-to-end, including planning, executing, testing, deployment and reporting.

• Ability to partner with multiple teams and leadership to translate business requirements into Gainsight solutions.

• Ensures processes, configurations, and governance standards are clearly documented.

• Gainsight Administrator or related certifications.

• Experience with SQL, BI tools, or advanced analytics.

What you can expect:

Gainsight Platform Ownership & Governance

• Serve as the business owner for the Gainsight platform, ensuring the platform is effectively leveraged to support Customer Success outcomes.

• Own and optimize Journey Orchestrator programs, health scores, CTAs, dashboards, and reporting to drive customer engagement.

• Partner with RevOps on technical integrations, vendor management, and platform configuration, ensuring alignment and clear RACI.

Cross-Functional Collaboration & Solution Design

• Partner with cross-functional teams to gather requirements, align with CRM and other systems, and implement scalable solutions.

• Monitor customer health scores, usage data, KPIs, and success metrics to support Customer Success initiatives.

Administration, Enablement & Support

• Manage user enablement (training, support and documentation).

• Drive platform adoption by introducing new features, updates, and best practices, ensuring data integrity and system performance.

Continuous Improvement & Innovation.

• Partner with the RevOps Systems team on project planning and ongoing improvements, proactively spotting opportunities to increase efficiency and enhance outcomes.

• Stay current on Gainsight capabilities, releases, and industry trends to maximize platform value.

Team Leadership:

• Set clear expectations, priorities, and performance standards for direct reports and cross-functional contributors. Provide coaching, feedback, and career development opportunities, while identifying and cultivating future leaders through delegation, mentorship, and skill development. Foster a culture of accountability, collaboration, and continuous improvement.

Change Management:

• Guides Customer Success teams and stakeholders through platform and process changes by clearly communicating purpose and impact, embedding updates into team workflows and reinforcing adoption. Proactively surface and address concerns, provide resources and training, and measure adoption to ensure sustained success.

Nice-to-Have

• Knowledge of LMS and Community systems.

• Familiarity with project management methodologies (Agile, Scrum, etc.).

• Exposure to additional SaaS platforms supporting Customer Success.

USA-based roles only: The annual base salary for this role is between $111,000 USD and $150,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $109,000 CAD and $147,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone . Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

What we offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-peer recognition through Bonusly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

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