Senior Product Manager, Customer Success

Description

Who are we?

Equinix is the world’s digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Senior Product Manager, Gainsight will own the strategy, roadmap, and delivery of Equinix’s Gainsight Customer Success platform, the system of record for how we monitor customer health, manage risk, and drive retention and expansion. This role translates Customer Success strategy into clear product requirements, prioritizes the capabilities that improve customer outcomes, and ensures Gainsight is seamlessly integrated with the wider Equinix data and CRM ecosystem. You will combine deep Customer Success domain expertise with hands-on Gainsight knowledge to partner with CS leadership, CS Operations, engineering, and other business stakeholders, maximizing the value delivered from our customer success technology stack. You will report to the Director and act as the senior product voice for Gainsight.

Responsibilities

• Own the vision, roadmap, and backlog for your assigned product scope within the Gainsight platform, defining and prioritizing epics, user stories, and acceptance criteria tied to retention, expansion, renewals, and customer satisfaction goals
• Gather, document, design, and test the best possible customer experience, incorporating the voice of the customer into the product roadmap
• Partner with Customer Success Managers, Service Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into scalable Gainsight solutions
• Lead the design, configuration strategy, and optimization of core Gainsight capabilities, including Cockpit and CTAs, Playbooks, Rules Engine, Success Plans, Timeline, Scorecards and Health Scores, and Journey Orchestrator
• Define and continuously refine customer health scoring, risk identification, and lifecycle models using measurable business 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 on commitments
• Design and deliver reporting and dashboards that give actionable insight into 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 the leadership team
• Conduct user research and gather feedback from CS teams to improve usability and effectiveness; 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 ensure consistent customer data flow and experience across all touchpoints, managing stakeholder expectations along the way
• Stay current on customer success best practices, emerging technologies, and the competitive landscape to identify platform enhancement opportunities

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 experience with the Gainsight CS platform, including configuration, administration, and optimization of CTAs, Playbooks, Rules Engine, health scores, and Success Plans
• Deep domain 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, with 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
• Gainsight Administrator or Power User certification
• Experience with other Gainsight modules (PX, Renewal Center, Customer Communities, Skilljar) or other CS 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
• The targeted pay range for this position in the following location is / locations are:
• United States - Dallas Infomart Office DAI : 138,000 - 208,000 USD / Annual
• United States - Tampa Office TAO : 138,000 - 208,000 USD / Annual
• Canada - Toronto Office TRO : 133,000 - 183,000 CAD / Annual
• Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
• The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
• Equinix Benefits
• As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.
• Employee Assistance Program : An Employee Assistance program is available to all employees.
• US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.
• Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
• Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form .
• We use artificial intelligence in our hiring process. Learn more here .
• This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.