Director, Product Management - Customer Success

Job Summary

Contributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Success capabilities align with the post-sale customer journey. The Director, Customer Success designs, develops, and manages the lifecycle of the Customer Success Manager experience, the Gainsight platform, and the renewal and opportunity revenue motion within Equinix's Customer Success Experience team. Sets the vision and strategy for the pillar, ensuring it is competitively positioned and aligned with both the CSM organization's operational needs and the broader revenue engagement motion.

Responsibilities

Team Leadership

• 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

Pillar Scope and Product Ownership

• 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

Cross-functional Partnership

• 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

Product / Domain Expertise

• 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

Resource Allocation and Planning

• 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

What success looks like in year 1

• 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

• 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 qualifications

• 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