Customer Success Product Manager Jobs (NOW HIRING)

Job Summary:
Equinix is the world’s digital infrastructure company, focused on enabling innovations through connectivity. The Director of Product Management for Customer Success will lead a team to enhance the Customer Success Manager experience and ensure alignment with the post-sale customer journey, driving product strategy and operational effectiveness.
Responsibilities:
• Lead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scales
• Accountable for the performance and results of direct reports and the broader pillar team
• Drive succession planning recommendations and contribute to people development strategy
• Own performance management of team members, including disciplinary actions and hire/fire decisions and recommendations
• Lead the GPS process including assessments and Total Rewards allocations of direct reports
• Drive talent development including quarterly conversations, career pathways conversations, and individual development and growth plans
• Model Equinix Culture and Values
• Own the Customer Success product experience including CSM workflows, account health, and renewal motion
• Set vision and roadmap for Customer Success product capabilities through transformation and beyond
• Drive Gainsight platform adoption, configuration, and BAU operations as the system of engagement for CSMs
• Lead the Renewals and Opportunity expansion and develop the longer-term plan for revenue motion product capabilities
• Establish customer health scoring methodology and integration with Salesforce account data
• Own Customer Success PI planning, capability prioritization, and roadmap
• Define pillar-level process and quality standards; ensure alignment with team-wide standards set by Product Operations
• Drive continuous improvement in Customer Success product delivery and Gainsight platform adoption
• Build and grow the Customer Success product team as scope and volume justify expansion
• Coordinate with cross-functional leadership to ensure Product Management is effective across Customer Success
• Partner with the Customer Success organization (CSMs, account teams) to translate operational needs into product capability
• Collaborate with Sales and Account Management leadership on opportunity routing, expansion signals, and renewal forecasting
• Coordinate with peer pillars (Service Delivery, Customer Support & Case, Order Platform) on customer-touching capabilities that span domains
• Proactively engage with Director and VP-level stakeholders to drive alignment on Customer Success product strategy
• Partner with the Sr Product Manager, Product Operations on cross-pillar standards, frameworks, and intake governance
• Seen as an advisor and thought leader on Customer Success methodology and Gainsight platform — engaging regularly with internal teams and the CSM community to explain the portfolio, product strategy, and roadmap
• Mentor the team in developing capabilities that resonate with CSMs and the broader Customer Success organization
• Develop innovative approaches to scale Customer Success capabilities as the function matures
• Build and maintain deep understanding of customer health scoring, renewal motion, and revenue engagement product practices
• Evangelize Customer Success product capabilities across peer pillars and stakeholders
• Ensure resource allocations within the pillar are aligned with organizational priorities
• Work closely with peer Directors on shared resource needs (e.g., where customer success workflows touch Service Delivery or Customer Support)
• Identify potential resource shortfalls and escalate proactively
• Manage and escalate resource conflicts as they arise
• Provide input to capacity planning processes for the pillar's contractor pool allocation
• Optimize resource allocation across CSM workflows, Gainsight BAU, and renewal motion work
• Gainsight platform fully owned with stable BAU operations and improving adoption metrics among CSMs
• Established customer health scoring methodology integrated with Salesforce
• Renewal motion scoped, validated with contractor support, and either scaled or descoped based on demonstrated value
• Clear roadmap for Customer Success product capabilities through transformation
• Effective working relationships with CSM leadership and Sales/Account Management partners
Qualifications:
Required:
• 8+ years product management experience, with 4+ years in leadership roles
• Demonstrated experience in Customer Success product management, including CSM workflows, customer health scoring, and renewal motion
• Hands-on experience with Gainsight (administration, configuration, integration, or product ownership)
• Strong background in B2B SaaS or enterprise customer success operations
• SAFe Agile experience including PI Planning and capability management
• Proven ability to partner with Sales, Customer Success Management, and Account Management functions
• Demonstrated people leadership including succession planning, talent development, and performance management
Preferred:
• Gainsight certification (Administrator, NXT, or equivalent)
• Direct experience with renewal/opportunity revenue motion product capabilities
• Background in revenue engagement product management at an enterprise SaaS or telecom company
• SAFe certification
• Experience integrating Gainsight with Salesforce and other CRM/CPQ platforms
Company:
Equinix is an internet company that provides data center services for companies, businesses, and organizations. Founded in 1998, the company is headquartered in Redwood City, USA, with a team of 10001+ employees. The company is currently Late Stage.