Senior Product Manager, Customer Success

Equinix • Tampa, FL

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About The Position

The Senior Product Manager, Gainsight owns the strategy, roadmap, and delivery of Equinix’s Gainsight Customer Success platform, the system of record for monitoring customer health, managing risk, and supporting retention and expansion. The role translates Customer Success strategy into product requirements, prioritizes capabilities that improve customer outcomes, and ensures Gainsight integrates with the wider Equinix data and CRM ecosystem. It combines Customer Success domain expertise with hands-on Gainsight knowledge and partners with Customer Success leadership, CS Operations, engineering, and other stakeholders. The position reports to the Director and serves as the senior product voice for Gainsight.

The role covers product vision and backlog ownership, platform configuration and governance, customer health and lifecycle models, integrations and data requirements, testing and release delivery, reporting and analytics, business cases, user research, adoption, and vendor management. It works cross-functionally to support consistent customer data and experiences across Equinix touchpoints.

Requirements

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.
• 8+ years of product management or product owner experience, preferably in B2B SaaS or enterprise environments.
• 5+ years of hands-on Gainsight CS platform experience, including configuration, administration, and optimization of CTAs, Playbooks, Rules Engine, health scores, and Success Plans.
• Deep knowledge of Customer Success methodologies, including customer health scoring, risk management, lifecycle and journey management, renewals, and expansion strategies.
• Experience in a Customer Success Manager, Customer Success Operations, or CS Systems role.
• Proven experience writing product requirements, epics, detailed user stories, and acceptance criteria, and working within Agile/Scrum methodologies.
• Working knowledge of APIs and technical integration requirements, including Salesforce CRM integration patterns.
• Data analysis skills and experience building dashboards and reports in Gainsight Reporting and similar tools.
• Strong stakeholder management skills, with the ability to influence and align cross-functional teams and senior leaders.
• Understanding of B2B customer lifecycle management and subscription business models.

Nice To Haves

• Gainsight Administrator or Power User certification.
• Experience with other Gainsight modules (PX, Renewal Center, Customer Communities, Skilljar) or other Customer Success tools such as ChurnZero or Totango.
• Experience with data warehouse and BI platforms feeding Gainsight.
• Familiarity with Customer Success automation and workflow design, and with Jira and Confluence.
• Experience leading large-scale Gainsight implementations, migrations, upgrades, or re-implementations.

Responsibilities

• Own the vision, roadmap, and backlog for assigned Gainsight scope; define and prioritize epics, user stories, and acceptance criteria tied to retention, expansion, renewals, and customer satisfaction.
• Gather, document, design, and test customer experiences, incorporating customer feedback into the product roadmap.
• Partner with Customer Success Managers, Service Managers, Customer Success Operations, and leadership to identify customer journey challenges and translate them into scalable Gainsight solutions.
• Lead the design, configuration strategy, and optimization of Gainsight capabilities, including Cockpit and CTAs, Playbooks, Rules Engine, Success Plans, Timeline, Scorecards and Health Scores, and Journey Orchestrator.
• Define and refine customer health scoring, risk identification, and lifecycle models using measurable outcomes and KPI analysis.
• Own Gainsight data and integration requirements with Salesforce and other source systems, working with engineering and data teams on data models, APIs, and data pipelines.
• Drive platform governance, including release management, sandbox-to-production practices, user access and permissions, data quality standards, and documentation.
• Lead the definition of test cases and allowable configurations, and coordinate and execute UAT before releases.
• Collaborate with engineering, Gainsight Admins, and delivery teams in Agile/Scrum ceremonies to plan sprints, remove blockers, and deliver commitments.
• Design and deliver reporting and dashboards covering customer health, product adoption, churn risk, and expansion opportunities.
• Contribute to KPIs such as health score accuracy, time-to-value, gross and net revenue retention, CTA completion, and Gainsight adoption through key initiatives.
• Build business cases and financial models for platform investments, and present business opportunity reviews to leadership.
• Conduct user research and gather CS team feedback; lead change management and training to drive adoption of new processes and tools.
• Manage the Gainsight vendor relationship for support escalations and identify partners that can enhance the platform.
• Work cross-functionally with Sales, Marketing, Support, the Data Lake team, and Finance to support consistent customer data flow and experiences, while managing stakeholder expectations.
• Stay current on Customer Success best practices, emerging technologies, and the competitive landscape to identify platform enhancement opportunities.

Benefits

• Employee Assistance Program.
• Health, life, disability, and voluntary insurance plans (US); healthcare coverage complementing provincial healthcare, life, disability, and optional benefit plans (Canada).
• Retirement plan contributions and options, including Equinix-sponsored retirement or savings plans in Canada.
• Accrued paid time off and paid holidays (US); vacation, personal time, and paid holidays (Canada).
• Employees are eligible for a bonus; equity may be offered depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior