Senior Product Manager, Customer Success

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 goalsGather, document, design, and test the best possible customer experience, incorporating the voice of the customer into the product roadmapPartner with Customer Success Managers, Service Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into scalable Gainsight solutionsLead 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 OrchestratorDefine and continuously refine customer health scoring, risk identification, and lifecycle models using measurable business outcomes and KPI analysisOwn Gainsight data and integration requirements with Salesforce and other source systems, working with engineering and data teams on data models, APIs, and data pipelinesDrive platform governance, including release management, sandbox-to-production practices, user access and permissions, data quality standards, and documentationLead the definition of test cases and allowable configurations, and coordinate and execute UAT before releasesCollaborate with engineering, Gainsight Admins, and delivery teams in Agile/Scrum ceremonies to plan sprints, remove blockers, and deliver on commitmentsDesign and deliver reporting and dashboards that give actionable insight into customer health, product adoption, churn risk, and expansion opportunitiesContribute to KPIs such as health score accuracy, time-to-value, gross and net revenue retention, CTA completion, and Gainsight adoption through key initiativesBuild business cases and financial models for platform investments, and present business opportunity reviews to the leadership teamConduct 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 toolsManage the Gainsight vendor relationship for support escalations, and identify partners that can enhance the platformWork 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 wayStay current on customer success best practices, emerging technologies, and the competitive landscape to identify platform enhancement opportunitiesQualifications
Bachelor's degree in Business, Computer Science, Engineering, or a related field8+ years of product management or product owner experience, preferably in B2B SaaS or enterprise environments5+ years of hands-on experience with the Gainsight CS platform, including configuration, administration, and optimization of CTAs, Playbooks, Rules Engine, health scores, and Success PlansDeep domain knowledge of Customer Success methodologies, including customer health scoring, risk management, lifecycle and journey management, renewals, and expansion strategiesExperience in a Customer Success Manager, Customer Success Operations, or CS Systems roleProven experience writing product requirements, epics, detailed user stories, and acceptance criteria, and working within Agile/Scrum methodologiesWorking knowledge of APIs and technical inte
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