Principal Product Manager (Customer Success Operations)

Requirements

• 5+ years product management experience with hands-on Gainsight platform ownership
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• Gainsight administration and configuration expertise — workflows, automation, dashboards, surveys, NXT navigation
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• Direct experience supporting Customer Success Manager workflows and tooling
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• Strong understanding of customer health scoring methodologies and renewal motion practices
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• SAFe Agile experience including PI Planning and capability management
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• Strong stakeholder management — Gainsight has many CSM users and the role lives close to the user community
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• Comfort balancing multiple work streams (Gainsight platform, Customer Success BAU) with different cadences and priority models
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• (Desirable) Gainsight certification (Administrator, NXT, or equivalent)
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• (Desirable) Experience taking ownership of a live Gainsight platform after implementation (BAU and evolution mode)
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• (Desirable) Experience...