Senior Product Manager, Customer Success

Who are we?

A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. 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 Product Owner will drive the development and enhancement of our customer success platform, focusing on delivering exceptional customer experiences through data-driven insights and proactive engagement strategies. This role will own the product backlog and work closely with engineering, customer success, and business stakeholders to build solutions that increase customer retention, expansion, and overall satisfaction.

In this role, you will translate customer success strategy into actionable product requirements, prioritize features that drive customer health and business outcomes, and ensure seamless integration with existing customer success tools and workflows. You will be responsible for maximizing the value delivered through our customer success technology stack, with particular emphasis on leveraging platforms like Gainsight to drive customer outcomes.

Responsibilities

• Own and manage the customer success platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with customer success objectives and business goals

• Partner closely with Customer Success Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into product solutions

• Drive the implementation and optimization of customer success tools, particularly Gainsight, ensuring maximum adoption and value realization across the organization

• Collaborate with engineering teams to define technical requirements for customer health scoring, risk identification, automated playbooks, and customer engagement workflows

• Design and implement customer success metrics and dashboards that provide actionable insights into customer health, product adoption, churn risk, and expansion opportunities

• Conduct user research and gather feedback from customer success teams to continuously improve platform usability and effectiveness

• Work cross-functionally with Sales, Marketing, and Support teams to ensure seamless customer data flow and consistent customer experience across all touchpoints

• Define and track key performance indicators (KPIs) such as customer health scores, time-to-value, net revenue retention, and platform adoption metrics

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

• Support change management initiatives to drive adoption of new customer success processes and tools across the organization.

 

Qualifications

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

• 3-5 years of product management or product owner experience, preferably in B2B SaaS environments

• Hands-on experience with Gainsight platform, including configuration, administration, and optimization of customer success workflows

• Strong understanding of customer success methodologies, including customer health scoring, risk management, and expansion strategies

• Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies

• Demonstrated ability to work with APIs and understand technical integration requirements

• Data analysis skills with experience in creating dashboards and reports using tools like Tableau, Looker, or similar platforms

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

• Experience with customer journey mapping and process optimization

• Understanding of B2B customer lifecycle management and subscription business models

Preferred Qualifications

• Gainsight Administrator or Power User certification

• Experience with additional customer success tools (ChurnZero, Totango, HubSpot Service Hub, etc.)

• Previous experience in a Customer Success Manager or Customer Success Operations role

• Familiarity with Salesforce CRM and integration patterns

• Experience with data visualization and business intelligence tools

• Knowledge of customer success automation and workflow design

• Experience in fast-growing SaaS companies with complex customer segments

The targeted pay range for this position in the following location is / locations are:

United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual

Canada - Toronto Office TRO : 119,000 - 179,000 CAD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

US Benefits: - 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. Canada Core Benefits: - 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. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.