Senior Product Manager, Gainsight Platform

Equinix; Tampa (FL); In loco; USD 138.000 - 208.000; Tempo pieno

Vantaggi offerti da questo lavoro

Employee Assistance Program

US Benefits

Equinix Benefits overview

Descrizione del lavoro

Equinix is seeking a Senior Product Manager for Gainsight to own strategy, roadmap, and delivery of the CS platform, serving as the senior product voice for Gainsight. You will partner with CS leadership, CS Operations, engineering, and business stakeholders to maximize value across the customer success tech stack.

Report to the Director and drive platform governance and integration with Salesforce. You will prioritize capabilities, translate customer needs into actionable requirements, and lead

Competenze

• 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 health scoring, risk management, lifecycle and journey management, renewals, and expansion strategies.
• Experience in a CS Manager/CS Operations/CS Systems role.
• Proven experience writing PRDs, epics, user stories, and acceptance criteria in Agile/Scrum environments.
• Working knowledge of APIs and integration requirements, including Salesforce patterns.
• Data analysis skills and experience building dashboards in Gainsight Reporting or similar tools.
• Strong stakeholder management to influence cross-functional teams and leadership.
• Familiarity with B2B lifecycle management and subscription models.
• Gainsight Administrator or Power User certification.
• Experience with other Gainsight modules or CS tools (PX, Renewal Center, Customer Communities, etc.).
• Experience with data warehouses and BI platforms feeding Gainsight.
• Familiarity with Jira/Confluence.

Mansioni

• Own the vision, roadmap, and backlog for your product scope within Gainsight, prioritizing epics and acceptance criteria for retention and expansion.
• Design the best possible customer experience by incorporating voice of the customer into the roadmap.
• Partner with CS Leaders, Operations, engineering to translate journey challenges into scalable Gainsight solutions.
• Lead design and configuration of core Gainsight capabilities (Cockpit, CTAs, Playbooks, Rules Engine, Health Scores, Timeline, Scorecards, Journey Orchestrator).
• Define and refine customer health scoring, risk identification, and lifecycle models with measurable outcomes.
• Own data and integration requirements with Salesforce and other sources; collaborate on data models and pipelines.
• Govern platform release management, sandbox-to-production practices, access controls, data quality, and docs.
• Define test cases and coordinate UAT before releases; participate in Agile ceremonies to plan sprints and remove blockers.
• Deliver dashboards and reports with actionable insights on health, adoption, churn risk, and expansion opportunities.
• Build business cases for platform investments and present to leadership.
• Conduct user research and drive change management and training to drive adoption of new processes.

Conoscenze

Gainsight CS

CS domain

Agile/Scrum

Stakeholder mgmt

APIs & integration

Data dashboards

Jira & Confluence

B2B SaaS

Product requirements

Customer success lifecycle

Formazione

Bachelor's degree

Strumenti

Gainsight

Salesforce

Descrizione del lavoro

Equinix is seeking a Senior Product Manager for Gainsight to own strategy, roadmap, and delivery of the CS platform, serving as the senior product voice for Gainsight. You will partner with CS leadership, CS Operations, engineering, and business stakeholders to maximize value across the customer success tech stack.

Report to the Director and drive platform governance and integration with Salesforce. You will prioritize capabilities, translate customer needs into actionable requirements, and lead