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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Gainsight platform management, including configuration, optimization, and integration with Salesforce. Proficient in customer success methodologies, data analysis, and stakeholder management to drive product adoption and enhance customer satisfaction.
Highest-signal resume keywords
Gainsight ConfigurationCustomer Success MethodologiesAgile/Scrum ExperienceData Analysis SkillsStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product ManagementUser Story WritingAcceptance Criteria DefinitionCustomer Health ScoringRisk ManagementLifecycle ManagementDashboard CreationReporting SkillsAPI KnowledgeTechnical Integration
Soft Skills
Influencing SkillsCross-Functional CollaborationChange ManagementTraining SkillsCustomer Feedback Gathering
Tools & Technologies
GainsightSalesforceJiraConfluenceBusiness Intelligence Platforms
Certifications & Qualifications
Gainsight Administrator CertificationPower User Certification
Industry Keywords
B2B SaaSCustomer SuccessSubscription Business ModelsChurn ManagementCustomer Journey Management
About the role
Key responsibilities & impact- Own the vision, roadmap, and backlog for the assigned Gainsight product scope
- Define and prioritize epics, user stories, and acceptance criteria tied to retention, expansion, renewals, and customer satisfaction
- Gather, document, design, and test customer experiences incorporating customer feedback
- Partner with Customer Success teams and leadership to translate journey challenges into scalable Gainsight solutions
- Lead Gainsight configuration strategy and optimization across Cockpit, CTAs, Playbooks, Rules Engine, Success Plans, Timeline, Scorecards, Health Scores, and Journey Orchestrator
- Refine customer health scoring, risk identification, and lifecycle models using business outcomes and KPI analysis
- Own Gainsight data and integration requirements with Salesforce and other source systems
- Drive platform governance, release management, sandbox-to-production practices, access permissions, data quality, and documentation
- Define test cases and allowable configurations and coordinate UAT before releases
- Collaborate with engineering, Gainsight Administrators, and delivery teams in Agile/Scrum ceremonies
- Design and deliver reporting and dashboards for customer health, product adoption, churn risk, and expansion opportunities
- Contribute to KPIs including health score accuracy, time-to-value, gross and net revenue retention, CTA completion, and Gainsight adoption
- Build business cases and financial models for platform investments and present business opportunity reviews
- Conduct user research, gather feedback, lead change management, and provide training
- Manage the Gainsight vendor relationship and support escalations
- Work cross-functionally with Sales, Marketing, Support, Data Lake, and Finance
- Monitor customer success best practices, emerging technologies, and the competitive landscape
Requirements
What you’ll need- 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
- Strong 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
- Gainsight Administrator or Power User certification
- 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 design, and with Jira and Confluence
- Experience leading large-scale Gainsight implementations, migrations, upgrades, or re-implementations
Benefits
Comp & perks- Employee Assistance Program
- US: health, life, disability and voluntary insurance plans
- US: retirement plan contributions by employee and Equinix
- US: accrued paid time off and paid holidays
- Canada: healthcare coverage, life, disability and optional benefit plans
- Canada: Defined Contribution Pension Plan (DCPP)
- Canada: Group Retirement Savings Plan (RRSP)
- Canada: Tax-Free Savings Plan (TSFA)
- Canada: vacation, personal time and paid holidays
- Bonus eligibility
- Equity may be offered depending on the position
- Disability accommodations during the employment process