Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 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 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. Job Summary The Senior Product Manager, Gainsight will own the strategy, roadmap, and delivery of Equinix’s Gainsight Customer Success platform, the system of record for how we monitor customer health, manage risk, and drive retention and expansion. This role translates Customer Success strategy into clear product requirements, prioritizes the capabilities that improve customer outcomes, and ensures Gainsight is seamlessly integrated with the wider Equinix data and CRM ecosystem. You will combine deep Customer Success domain expertise with hands‑on Gainsight knowledge to partner with CS leadership, CS Operations, engineering, and other business stakeholders, maximizing the value delivered from our customer success technology stack. You will report to the Director and act as the senior product voice for Gainsight. Own the vision, roadmap, and backlog for your assigned product scope within the Gainsight platform, defining and prioritizing epics, user stories, and acceptance criteria tied to retention, expansion, renewals, and customer satisfaction goals Gather, document, design, and test the best possible customer experience, incorporating the voice of the customer into the product roadmap Partner with Customer Success Managers, Service Managers, Customer Success Operations,



and leadership to understand customer journey challenges and translate them into scalable Gainsight solutions Define and continuously refine customer health scoring, risk identification, and lifecycle models using measurable business outcomes and KPI analysis Own Gainsight data and integration requirements with Salesforce and other source systems, working with engineering and data teams on data models, APIs, and data pipelines Drive platform governance, including release management, sandbox‑to‑production practices, user access and permissions, data quality standards, and documentation Collaborate with engineering, Gainsight Admins, and delivery teams in Agile/Scrum ceremonies to plan sprints, remove blockers, and deliver on commitments Design and deliver reporting and dashboards that give actionable insight into customer health, product adoption, churn risk, and expansion opportunities Contribute to KPIs such as health score accuracy, time‑to‑value, gross and net revenue retention, CTA completion, and Gainsight adoption through key initiatives lead change management and training to drive adoption of new processes and tools Manage the Gainsight vendor relationship for support escalations, and identify partners that can enhance the platform Work cross‑functionally with Sales, Marketing, Support, the Data Lake team,



and Finance to ensure consistent customer data flow and experience across all touchpoints, managing stakeholder expectations along the way Stay current on customer success best practices, emerging technologies, and the competitive landscape to identify platform enhancement opportunities Bachelor’s degree in Business, Computer Science, Engineering, or a related field ~8+ years of product management or product owner experience, preferably in B2B SaaS or enterprise environments ~5+ years of hands‑on experience with the Gainsight CS platform, including configuration, administration, and optimization of CTAs, Playbooks, Rules Engine, health scores, and Success Plans ~ Deep domain knowledge of Customer Success methodologies, including customer health scoring, risk management, lifecycle and journey management, renewals, and expansion strategies ~ Experience in a Customer Success Manager, Customer Success Operations, or CS Systems role ~ Proven experience writing product requirements, epics, detailed user stories, and acceptance criteria, and working within Agile/Scrum methodologies ~ Working knowledge of APIs and technical integration requirements, including Salesforce CRM integration patterns ~ Data analysis skills, with experience building dashboards and reports in Gainsight Reporting and similar tools ~ Robust stakeholder management skills with the ability to influence and align cross‑functional teams and senior leaders ~ Understanding of B2B customer lifecycle management and subscription business models ~ Experience with other Gainsight modules (PX, Renewal Center, Customer Communities, Skilljar) or other CS tools such as ChurnZero or Totango ~ Experience with data warehouse and BI platforms feeding Gainsight ~ Familiarity with customer success automation and workflow

📌 Senior Product Manager, Customer Success (Toronto)
🏢 Equinix
📍 Toronto