Senior Product Manager, Equinix
Customer Success
CA$119-179k
+ Employees are eligible for bonus, and equity may be offered depending on the position
Digital infrastructure company
Be an early applicant
Digital infrastructure company
1001+ employees
Be an early applicant
CA$119-179k
+ Employees are eligible for bonus, and equity may be offered depending on the position
1001+ employees
Company mission
To provide finance, manufacturing, transport, government, and healthcare organizations a cloud-first world.
Role
Who you are
- Bachelor's degree in Business, Computer Science, Engineering, or related field
- 3-5 years of product management or product owner experience, preferably in B2B SaaS environments
- Hands-on experience with Gainsight platform, including configuration, administration, and optimization of customer success workflows
- Strong understanding of customer success methodologies, including customer health scoring, risk management, and expansion strategies
- Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies
- Demonstrated ability to work with APIs and understand technical integration requirements
- Data analysis skills with experience in creating dashboards and reports using tools like Tableau, Looker, or similar platforms
- Strong stakeholder management skills with ability to influence and align cross-functional teams
- Experience with customer journey mapping and process optimization
- Understanding of B2B customer lifecycle management and subscription business models
Desirable
- Gainsight Administrator or Power User certification
- Experience with additional customer success tools (ChurnZero, Totango, HubSpot Service Hub, etc.)
- Previous experience in a Customer Success Manager or Customer Success Operations role
- Familiarity with Salesforce CRM and integration patterns
- Experience with data visualization and business intelligence tools
- Knowledge of customer success automation and workflow design
- Experience in fast-growing SaaS companies with complex customer segments
What the job involves
- The Product Owner will drive the development and enhancement of our customer success platform, focusing on delivering exceptional customer experiences through data-driven insights and proactive engagement strategies
- This role will own the product backlog and work closely with engineering, customer success, and business stakeholders to build solutions that increase customer retention, expansion, and overall satisfaction
- In this role, you will translate customer success strategy into actionable product requirements, prioritize features that drive customer health and business outcomes, and ensure seamless integration with existing customer success tools and workflows
- You will be responsible for maximizing the value delivered through our customer success technology stack, with particular emphasis on leveraging platforms like Gainsight to drive customer outcomes
- Own and manage the customer success platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with customer success objectives and business goals
- Partner closely with Customer Success Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into product solutions
- Drive the implementation and optimization of customer success tools, particularly Gainsight, ensuring maximum adoption and value realization across the organization
- Collaborate with engineering teams to define technical requirements for customer health scoring, risk identification, automated playbooks, and customer engagement workflows
- Design and implement customer success metrics and dashboards that provide actionable insights into customer health, product adoption, churn risk, and expansion opportunities
- Conduct user research and gather feedback from customer success teams to continuously improve platform usability and effectiveness
- Work cross-functionally with Sales, Marketing, and Support teams to ensure seamless customer data flow and consistent customer experience across all touchpoints
- Define and track key performance indicators (KPIs) such as customer health scores, time-to-value, net revenue retention, and platform adoption metrics
- Stay current with customer success best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement
- Support change management initiatives to drive adoption of new customer success processes and tools across the organization
Our take
Equinix is a veteran player in the digital infrastructure market, connecting industry-leading organizations in finance, manufacturing, retail, transportation, government, healthcare, and education.
The company provides a range of services within the categories of digital, support, data center, and interconnection, with capabilities including, for example, simplifying hybrid cloud deployments or securing on-site deployments. It has an extensive range of partners, granting its clients access to a vast range of industry-leading technologies atop its own offerings.
With a wide global presence, Equinix has secured a path to continued success by its ability to keep abreast of developments in the space. The company is comfortably positioned to remain a robust and leading player across multiple growth avenues and can be expected to make more smart developments and partnerships in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Equinix employees receive excellent health care and counseling plans that vary by country to ensure the well-being of you and your family. We offer paid vacations and holidays and encourage community involvement year-round via volunteer opportunities
- Spending time with your loved ones and taking care of your family are important. Equinix provides a range of country-specific programs that ensure you have the resources needed to thrive and manage your family’s needs
- Equinix offers different programs to help you build your financial security, make charitable donations and seek additional education. In many countries we also offer a flexible employee stock purchase plan
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Charles Meyers
(President & CEO (Not Founder))Former Senior Associate at Booz Allen & Hamilton, President and COO at BellSouth.net, and VP of Business and Corp Development at Internet Security Systems. Before becoming CEO of Equinix, they were a Senior Technology Executive and Fitness Entrepreneur at Life Restorations LLC and Group President of Messaging and Mobile Media at VeriSign.
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