Principal Product Manager – Customer Success Operations

Equinix

Principal Product Manager overseeing Gainsight platform operations and customer success initiatives at Equinix. Managing platform transitions and operational needs for effective customer support.

Posted 5/1/2026full-timeDallas • Texas • 🇺🇸 United StatesLead💰 CA$154,000 - CA$233,000 per yearWebsite

About the role

Key responsibilities & impact

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 for the Customer Success pillar's day-to-day operational needs
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.

Requirements

What you’ll need

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
Gainsight certification (Administrator, NXT, or equivalent) (preferred)
Experience taking ownership of a live Gainsight platform after implementation (BAU and evolution mode) (preferred)
Experience integrating Gainsight with Salesforce (preferred)
Background in B2B SaaS or enterprise customer success platforms (preferred)
Experience with renewal forecasting, customer health analytics, or churn prediction (preferred)
SAFe certification (preferred)
Experience with market, competitive, and customer analysis for product positioning (preferred)
Business case development experience for platform investments (preferred).

Benefits

Comp & perks

Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.
Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).
Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.
Employee Assistance Program : An Employee Assistance program is available to all employees.
Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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Hard Skills & Tools

Gainsight administrationGainsight configurationworkflowsautomationdashboardscustomer health scoringrenewal forecastingcustomer health analyticschurn predictionSAFe Agile

Soft Skills

stakeholder managementrelationship buildingcommunicationprioritizationmulti-taskingcollaborationproblem-solvinguser community engagementfeedback integrationcontinuous improvement

Certifications

Gainsight certificationSAFe certification