Principal Product Manager - Customer Success Operations

Principal Product Manager, Customer Success Operations

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 Principal Product Manager, Customer Success Operations takes ownership of the Gainsight platform as it transitions from active implementation to ongoing operations and evolution and serves as a generalist BAU Product Manager for the Customer Success pillar's day-to-day operational needs. The Gainsight program is a parallel initiative within the Customer Success Experience team—it is its own program, separate from the broader Lead-to-Cash (LTC) transformation, with LTC delivery as a downstream dependency for future Gainsight capabilities that build on top of LTC-delivered Salesforce systems.

Beyond Gainsight, this role also picks up Customer Success BAU work that sits outside Gainsight and outside LTC—workflow configuration, process tweaks, and product support for the Customer Success pillar's day-to-day operational needs.

The Product Manager partners with the Customer Success Director on platform roadmap and with the Customer Success PA on workflow design.

Responsibilities

Product Lifecycle Management

• 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

Product Strategy, Vision and Roadmap

• 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

Gainsight Platform Ownership and BAU Operations

• 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

Implementation Support

• 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

Customer Success BAU Product Work

• 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

PA-PM Partnership

• 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

Cross Functional Collaboration

• 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

Backlog Prioritization

• 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

Product Performance and Metric Tracking

• 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

Test Case Definition and UAT Coordination

• 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

Stakeholder Management

• 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

What success looks like in year 1

• First 90 days: smooth onboarding to the live Gainsight platform; effective working partnership established with Naveed; baseline understanding of platform configuration, integrations, CSM workflows, and Customer Success BAU intake patterns
• Mid-year: stable BAU operations established for Gainsight; Customer Success BAU intake running smoothly; clear evolution roadmap defined and prioritized; first wave of post-MVP Gainsight enhancements delivered
• End of year: stable BAU rhythm with measurable adoption growth among CSMs; remaining Gainsight implementation rollouts supported and successfully transitioned to BAU; Customer Success BAU work delivered on a predictable cadence; LTC dependency tracking informing future Gainsight roadmap planning
• Strong working partnership with Naveed and Customer Success leadership
• Effective intake governance for Gainsight enhancement requests and Customer Success BAU work through Product Operations

Qualifications

• 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

Preferred qualifications

• Gainsight certification (Administrator, NXT, or equivalent)
• Experience taking ownership of a live Gainsight platform after implementation (BAU and evolution mode)
• Experience integrating Gainsight with Salesforce
• Background in B2B SaaS or enterprise customer success platforms
• Experience with renewal forecasting, customer health analytics, or churn prediction
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