Senior Product Manager, Customer Success

About this role

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 goals

• Gather, document, design, and test the best possible customer experience, incorporating the voice of the customer into the product roadmap

• Partner with Customer Success Managers, Service Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into scalable Gainsight solutions

• Lead 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 Orchestrator

• Define and continuously refine customer health scoring, risk identification, and lifecycle models using measurable business outcomes and KPI analysis

• Own Gainsight data and integration requirements with Salesforce and other source systems, working with engineering and data teams on data models, APIs, and data pipelines

• Drive platform governance, including release management, sandbox-to-production practices, user access and permissions, data quality standards, and documentation

• Lead the definition of test cases and allowable configurations, and coordinate and execute UAT before releases

• Collaborate with engineering, Gainsight Admins, and delivery teams in Agile/Scrum ceremonies to plan sprints, remove blockers, and deliver on commitments

• Design and deliver reporting and dashboards that give actionable insight into customer health, product adoption, churn risk, and expansion opportunities

• Contribute to KPIs such as health score accuracy, time-to-value, gross and net revenue retention, CTA completion, and Gainsight adoption through key initiatives

• Build business cases and financial models for platform investments, and present business opportunity reviews to the leadership team

• Conduct 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 tools

• Manage the Gainsight vendor relationship for support escalations, and identify partners that can enhance the platform

• Work 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 way

• Stay current on customer success best practices, emerging technologies, and the competitive landscape to identify platform enhancement opportunities

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or a related field

• 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 customer health scoring, risk management, lifecycle and journey management, renewals, and expansion strategies

• Experience in a Customer Success Manager, Customer Success Operations, or CS Systems role

• Proven experience writing product requirements, epics, detailed user stories, and acceptance criteria, and working within Agile/Scrum methodologies

• Working knowledge of APIs and technical integration requirements, including Salesforce CRM integration patterns

• Data analysis skills, with experience building dashboards and reports in Gainsight Reporting and similar tools

• Strong stakeholder management skills with the ability to influence and align cross-functional teams and senior leaders

• Understanding of B2B customer lifecycle management and subscription business models

• Gainsight Administrator or Power User certification

• Experience with other Gainsight modules (PX, Renewal Center, Customer Communities, Skilljar) or other CS tools such as ChurnZero or Totango

• Experience with data warehouse and BI platforms feeding Gainsight

• Familiarity with customer success automation and workflow design, and with Jira and Confluence

• Experience leading large-scale Gainsight implementations, migrations, upgrades, or re-implementations

The targeted pay range for this position in the following location is…