Principal Product Manager (Customer Success Operations)

• 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 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 • 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

Want to see how well you match this job?