Job Description

We’re building the AI-driven future of customer success, from retention to growth!

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

About This Role:

We’re looking for a full-time Principal Product Marketing Manager, Customer Success and Staircase to join our Marketing team reporting to the Director, Product Marketing. This role is a remote role based in the USA.

In this role, you'll play a key role in driving the go-to-market success of Gainsight's Customer Success and Staircase products by owning positioning, messaging, and end-to-end launch strategy while equipping Sales and Success teams to win. This is a great opportunity for someone who thrives in a highly cross-functional, fast-paced environment and enjoys working cross-functionally with teams like Product, Sales/CS, Enablement, Design, and Operations. The ideal candidate brings strong skills in B2B product marketing, enterprise positioning and storytelling, and hands-on AI fluency.

What You'll Do:

• Own the Customer Success and Staircase product marketing strategy: audience, market opportunity, positioning, competitive strategy, and go-to-market priorities across buyers and users.
• Develop clear, compelling positioning and messaging that translates complex customer success capabilities into value for executive and technical audiences.
• Lead the joint Customer Success and Staircase narrative through integration: the combined value proposition, the migration and expansion story for existing customers, naming and pricing and packaging..
• Own end-to-end go-to-market and lead cross-functional teams through high-stakes launches, from flagship releases to incremental updates, partnering with Integrated Campaigns, Demand Generation, and Events to drive measurable business results.
• Equip Sales and Success teams to win with high-quality enablement — competitive agents, pitch decks, and feature materials.
• Synthesize customer, market, and competitive insight to inform product strategy, roadmap prioritization, and differentiated commercialization plans.
• Represent the product area externally and internally in executive narratives, keynotes and conferences, and analyst engagements, including Gartner Magic Quadrant and equivalent evaluations.
• Pioneer AI-native ways of working inside the PMM function with a systems builder's instinct: you don't just produce the deck, you build the process, agents and skills that let it happen faster next time

This role may require occasional travel (up to 15%) for team meetings, training, or company events.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For:

• 10+ years of product marketing experience in B2B tech (SaaS preferred)
• Exceptional positioning, writing, and storytelling. You make sophisticated technology concrete and relevant to both executive buyers and the practitioners
• Deep experience marketing to enterprise audiences, with demonstrated command of complex buying committees, long sales cycles, and sophisticated business needs.
• Hands-on AI fluency: you already use AI tools to change how you do your own work, and you have a point of view on how AI changes this category.
• High comfort toggling between big-picture strategy and detailed execution, with a strong bias to action. You operate as a credible peer to executives — including in a General Manager or BU model — taking clear positions and driving alignment.

Nice-to-have skills or experience:

• A knack for design and the ability to work fluently in Figma and Canva.
• Experience vibe coding prototypes, landing pages, and product imagery.
• Experience with light video creation and editing.

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $180,000– $210,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location.
• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact askTS@gainsight.com.

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.