Senior Product Manager, Gainsight CS Platform

Equinix; Tampa (FL); On-site; USD 138,000 - 208,000; Full time

Benefits offered by this job

Employee Assistance Program

Health benefits

Retirement plan

Job summary

Equinix is seeking a Senior Product Manager for Gainsight to own strategy, roadmap, and delivery of the Gainsight Customer Success platform, the system of record for health, risk, retention and expansion. You will translate CS strategy into clear product requirements and partner with CS leadership, CS Operations, engineering, and other stakeholders, maximizing value from the tech stack.

You will report to the Director and serve as the senior product voice for Gainsight, working with

Qualifications

• Bachelor's degree in Business, CS, Engineering, or a related field.
• 8+ years of product management or product owner experience in B2B SaaS or enterprise environments.
• 5+ years with the Gainsight CS platform, including configuration and optimization.
• Deep domain knowledge of Customer Success methodologies and lifecycle management.
• Experience in CS Manager/CS Operations or CS Systems roles.
• Proven experience writing PRDs, epics, user stories, and acceptance criteria in Agile environments.
• Experience with APIs and Salesforce integration patterns.

Responsibilities

• Own the vision, roadmap, and backlog for your product scope within Gainsight, defining epics, user stories, and acceptance criteria tied to retention and growth.
• Gather, document, design, and test customer experiences and translate feedback into the roadmap.
• Partner with CS leadership, CS Operations, engineering, and other stakeholders to understand journey challenges and provide scalable Gainsight solutions.
• Lead design and optimization of Gainsight features including Cockpit, CTAs, Playbooks, Rules Engine, Health Scores, and Journey Orchestrator.
• Define and refine customer health scoring, risk identification, and lifecycle models with KPI analysis.
• Own Gainsight data and integration requirements with Salesforce and other sources; work on data models and APIs.
• Drive platform governance, release management, sandbox-to-production processes, and data quality standards.
• Collaborate in Agile ceremonies to plan sprints and remove blockers.
• Design and deliver reporting and dashboards for health, adoption, churn risk, and expansion opportunities.
• Build business cases and present to leadership; conduct user research and drive adoption of new processes.

Skills

Gainsight CS

Stakeholder mgmt

Agile/Scrum

Roadmapping

Data analysis

APIs

Data integration

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Jira

Confluence

Job description

Equinix is seeking a Senior Product Manager for Gainsight to own strategy, roadmap, and delivery of the Gainsight Customer Success platform, the system of record for health, risk, retention and expansion. You will translate CS strategy into clear product requirements and partner with CS leadership, CS Operations, engineering, and other stakeholders, maximizing value from the tech stack.

You will report to the Director and serve as the senior product voice for Gainsight, working with