Director, Commercial Analytics & Insights

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

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, Commercial Analytics & Insights to join our Atlas team reporting to the EVP & GM. This role is a remote role based in the USA.

In this role, you’ll play a key role in making every Atlas commitment credible and every Atlas outcome visible by owning the data and analytics layer — from pre-sale data readiness assessments through post-sale renewal performance benchmarking. This is a great opportunity for someone who thrives in customer-facing executive roles at the intersection of data and commercial outcomes and enjoys working cross-functionally with teams like Solution Design Architects, Atlas Delivery Directors, Movate delivery leadership, and customer CCOs and VP Revenue Ops. The ideal candidate brings strong skills in renewal and recurring revenue analytics, data readiness framework ownership, and executive-level quantitative communication.

What You'll Do:

• Own the Renewal Ready Data standard — data readiness assessment framework including profiling, cross-system validation, Gainsight entity mapping, and remediation backlog — and the Readiness Decision that gates every Atlas implementation.

• Own and evolve the Renewal MetricOS — proprietary benchmarking and renewal performance framework covering GRR, NRR, ARR, cohort retention, downsell and expansion mechanics — used for customer baselining, peer comparison, and best practice consulting.

• Serve as the commercial analytics authority in customer executive conversations, delivering renewal performance insights and QBR analytics to CCOs, VP Revenue Ops, and data leaders.

• Translate KPI definitions and reporting console metric requirements into FDE engineering product specifications; serve as the bridge between analytics and product build.

• Surface portfolio-level leading and lagging renewal performance signals as specific recommended actions to Delivery Leaders before they become customer risk.

• Manage the Data Analyst team and own the analyst capacity and workload planning model, aligning analytical throughput to pipeline demand and implementation schedules.

• Maintain and expand the proprietary benchmarking library — the peer comparator dataset used to baseline new prospects, quantify Atlas performance, and validate customer renewal improvement.

This role may require occasional travel (regular — customer diagnostic kickoffs, executive readouts, and QBR presentations) for team meetings, training, or company events.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For:

• 10+ years of relevant experience and a bachelor’s degree in a quantitative or business field (or equivalent combination of education and experience), required.

• Demonstrated data readiness or data quality framework ownership in a SaaS implementation or managed services context.

• Deep subscription and recurring revenue metric fluency — GRR, NRR, ARR, full renewal rate family, cohort retention, downsell and expansion mechanics.

• Executive-level quantitative communication — presents findings at CCO / VP Revenue Ops / CFO level and defends methodology under commercial challenge; analyst team management experience with capacity planning against variable, pipeline-driven demand.

Nice-to-have skills or experience:

• Direct renewals, customer success, or subscription operations experience — understands how a renewal motion runs, not just how to measure it.

• Data quality or preparation tooling experience — Alteryx, dbt, Great Expectations, Data Sentinel, or equivalent; Gainsight and Salesforce familiarity sufficient to design KPI frameworks and validate source data integrity.

• Benchmarking library or peer comparator dataset experience in a consulting or managed services context; exposure to performance-based or gainshare commercial structures and BPO delivery models.

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 $185,000 – $200,000 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.