Top Benefits
Health care and counseling plans
Paid vacations and holidays
Family support programs
About the 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
- 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
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
About Equinix
Internet Publishing
10,000+
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
Top Benefits
Health care and counseling plans
Paid vacations and holidays
Family support programs
About the 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
- 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
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
About Equinix
Internet Publishing
10,000+
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.