Terrence Jalen Gaines

Senior Customer Success Manager at IBM | ex-Pinterest

IBM

Austin, TX · CT (UTC-6)

6+ years experience

Parsons School of Design

English

Messaging unavailable

Overview

Based in Austin. I work on enterprise onboarding at IBM. Onboarded 192 enterprise customers. Most at home with project management and Gainsight. Outside work: long runs and longer podcasts.

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Working sessions on Gainsight

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Offshore staffing offers
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Skills

project managementimplementationAPIsGainsight

Experience

Senior Customer Success Manager
Dec 2025 - Present
IBM · 10 mo · Full-time · Austin, TX
- Onboarded 156 enterprise customers.
- Kept net revenue retention above 129% on a $19 million book.
Customer Success Manager
May 2023 - Dec 2025
Pinterest · 2 yr 7 mo · Full-time · Austin, TX
- Onboarded 57 enterprise customers.
- Cut churn on the onboarding book from 16% to 6%.
Customer Success Manager
Oct 2020 - May 2023
Okta · 2 yr 7 mo · Full-time · Austin, TX
- Kept net revenue retention above 119% on a $16 million book.

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Education

Parsons School of Design
BFA, Communications
2016 - 2020

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