Principal Product Manager - Customer Success Operations

Equinix • Toronto, ON

6d

About The Position

The Principal Product Manager, Customer Success Operations takes ownership of the Gainsight platform as it transitions from active implementation to ongoing operations and evolution and serves as a generalist BAU Product Manager for the Customer Success pillar's day-to-day operational needs. The Gainsight program is a parallel initiative within the Customer Success Experience team — it is its own program, separate from the broader Lead-to-Cash (LTC) transformation, with LTC delivery as a downstream dependency for future Gainsight capabilities that build on top of LTC-delivered Salesforce systems. Beyond Gainsight, this role also picks up Customer Success BAU work that sits outside Gainsight and outside LTC — workflow configuration, process tweaks, and product support for the Customer Success pillar's day-to-day operational needs. The Product Manager partners with the Customer Success Director on platform roadmap and with the Customer Success PA on workflow design.

Requirements

• 5+ years product management experience with hands-on Gainsight platform ownership
• Gainsight administration and configuration expertise — workflows, automation, dashboards, surveys, NXT navigation
• Direct experience supporting Customer Success Manager workflows and tooling
• Strong understanding of customer health scoring methodologies and renewal motion practices
• SAFe Agile experience including PI Planning and capability management
• Strong stakeholder management — Gainsight has many CSM users and the role lives close to the user community
• Comfort balancing multiple work streams (Gainsight platform, Customer Success BAU) with different cadences and priority models

Nice To Haves

• Gainsight certification (Administrator, NXT, or equivalent)
• Experience taking ownership of a live Gainsight platform after implementation (BAU and evolution mode)
• Experience integrating Gainsight with Salesforce
• Background in B2B SaaS or enterprise customer success platforms
• Experience with renewal forecasting, customer health analytics, or churn prediction
• SAFe certification
• Experience with market, competitive, and customer analysis for product positioning
• Business case development experience for platform investments

Responsibilities

• Take ownership of the Gainsight platform as it transitions from implementation to BAU operations and evolution
• Manage the Gainsight roadmap including platform configuration changes, integration health, and incremental enhancements post-launch
• Own Customer Success BAU product work outside of Gainsight and outside of LTC — workflow tweaks, configuration changes, integrations, and operational product support
• Set the post-launch vision and roadmap for Gainsight evolution beyond MVP
• Track LTC delivery progress as a downstream dependency for future Gainsight capabilities; plan Gainsight evolution to take advantage of LTC-delivered Salesforce systems as they become available
• Gather, document, design, and test the best possible Gainsight experience for CSM users and incorporate the voice of CSMs into the platform roadmap
• Partner with the Customer Success Director on Gainsight platform roadmap aligned with broader Customer Success strategy
• Integrate insights from CSM feedback, adoption analytics, and platform usage patterns to refine the post-launch roadmap
• Stabilize the Gainsight platform post-launch — manage configuration changes, troubleshoot issues, ensure integration health and data quality
• Run Gainsight BAU operations including user support, configuration changes, and incremental enhancement delivery
• Sustain and grow Gainsight adoption across CSM users through enablement, training, and feedback loops
• Manage the ongoing health of the Gainsight integration with Salesforce account data and customer health signals
• Support the customer health scoring methodology in partnership with Customer Success leadership
• Support (Customer Success PM) on remaining Gainsight implementation rollouts post-MVP — additional persona onboarding, deferred capabilities, expanded use cases
• Provide platform expertise to ensure remaining implementation work integrates cleanly with the live BAU platform
• Coordinate handoff from implementation work to BAU operations as new capabilities go live
• Pick up Customer Success product work that sits outside Gainsight and outside LTC — workflow tweaks, configuration changes, integrations, and operational product support for the Customer Success pillar
• Triage and prioritize Customer Success BAU intake in partnership with the Customer Success Director and Product Operations
• Coordinate with Naveed on workflow consistency between Gainsight platform and broader Customer Success operations
• Coordinate with the Customer Success PA (contractor) on workflow design and process patterns within Gainsight and Customer Success BAU work
• Partner with Naveed (Customer Success PM) on workflow consistency between CSM operations and Gainsight platform configuration
• Participate in cross-pillar PA standards conversations facilitated by Product Operations where relevant to Gainsight and Customer Success BAU
• Effectively maintain and utilize relationships with CSMs as the primary user community
• Ensure alignment in cross-functional priorities — particularly between Customer Success operational needs and Gainsight platform capabilities
• Coordinate with Pillar 5 (Product Operations) on intake governance for Gainsight enhancement requests and Customer Success BAU work
• Stay close to LTC delivery progress to anticipate dependencies and integration opportunities for Gainsight
• Create and prioritize the Gainsight backlog (BAU and evolution work), working regularly with the Customer Success team to refine and add detail
• Manage Customer Success BAU intake alongside Gainsight backlog with clear prioritization across the two work streams
• Collaborate with the Customer Success Director on enhancement prioritization across both Gainsight and Customer Success BAU work
• Use SAFe-aligned prioritization (WSJF) for evolution work; manage BAU work on a separate operational cadence
• Use tools and data analytics to draw insights from Gainsight platform usage, CSM adoption, and customer health signal effectiveness
• Track adoption metrics, integration health, customer health scoring accuracy, and configuration debt
• Drive continuous improvement in Gainsight platform stability and CSM productivity
• Define test cases and acceptance criteria for Gainsight configuration changes, integration updates, and Customer Success BAU work
• Participate in UAT post enablement team testing for Gainsight enhancements, remaining implementation rollouts, and BAU work
• Manage stakeholder expectations across CSM users, Customer Success leadership, and operational stakeholders for BAU work
• Identify and proactively include correct stakeholders and communicate effectively
• Understand CSM workflow needs and build effective relationships with the user community
• Utilize effective methods of communication with stakeholders, varying approach accordingly

Benefits

• Employee Assistance Program
• Health insurance
• Life insurance
• Disability insurance
• Voluntary plans
• Retirement plan
• Paid Time Off (PTO)
• Paid Holidays
• Healthcare coverage that is designed to complement the provincial healthcare system
• Optional benefit plans
• Defined Contribution Pension Plan (DCPP)
• Group Retirement Savings Plan (RRSP)
• Tax-Free Savings Plan (TSFA)
• Vacation
• Personal time

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees