Principal Product Manager Customer Success Operations

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

Want to see how well you match this job?