Principal Product Manager (Customer Success Operations)
Equinix
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 ,
- (Desirable) Gainsight certification (Administrator, NXT, or equivalent) ,
- (Desirable) Experience taking ownership of a live Gainsight platform after implementation (BAU and evolution mode) ,
- (Desirable) Experience integrating Gainsight with Salesforce ,
- (Desirable) Background in B2B SaaS or enterprise customer success platforms ,
- (Desirable) Experience with renewal forecasting, customer health analytics, or churn prediction ,
- (Desirable) SAFe certification ,
- (Desirable) Experience with market, competitive, and customer analysis for product positioning ,
- (Desirable) Business case development experience for platform investments
What the job involves
- 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 ,
- 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 ,
- What success looks like in year 1 ,
- First 90 days: smooth onboarding to the live Gainsight platform; effective working partnership established with Naveed; baseline understanding of platform configuration, integrations, CSM workflows, and Customer Success BAU intake patterns ,
- Mid-year: stable BAU operations established for Gainsight; Customer Success BAU intake running smoothly; clear evolution roadmap defined and prioritized; first wave of post-MVP Gainsight enhancements delivered ,
- End of year: stable BAU rhythm with measurable adoption growth among CSMs; remaining Gainsight implementation rollouts supported and successfully transitioned to BAU; Customer Success BAU work delivered on a predictable cadence; LTC dependency tracking informing future Gainsight roadmap planning ,
- Strong working partnership with Naveed and Customer Success leadership ,
- Effective intake governance for Gainsight enhancement requests and Customer Success BAU work through Product Operations
Vacancy posted 8 days ago
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