Senior Product Manager, Customer Success
Core
Own the strategy, roadmap, and delivery of Equinix's Gainsight Customer Success platform, translating CS strategy into product requirements to improve customer outcomes and retention.
Role type
Senior Product Manager (Customer Success Platform)
Builds
Gainsight platform capabilities including Cockpit, CTAs, Playbooks, Rules Engine, Success Plans, and health scoring models.
Domain
B2B SaaS / Customer Success / Digital Infrastructure
Required skills
Gainsight platform administration, Customer Success methodologies, product roadmap management, stakeholder management, data analysis, Agile/Scrum, Salesforce integration, business case development
Preferred skills
Gainsight Administrator or Power User certification, experience with PX/Renewal Center modules, data warehouse/BI platforms, Jira/Confluence
Technologies
Gainsight, Salesforce, Jira, Confluence, Data Lake
Responsibilities
Define and prioritize epics and user stories for retention and expansion; design and optimize core Gainsight capabilities; lead data integration requirements with Salesforce; drive platform governance and release management; conduct user research and change management; build business cases for platform investments.
Seniority
Senior, hands-on IC