Principal Product Manager

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 Manager to join our Product team reporting to the Director, Product Management- Platform. This role is a hybrid role based out of our Hyderabad, India.

In this role, you’ll play a key role in shaping the future of our Customer Success platform by driving the vision, strategy, and execution of key product areas end to end. This is a great opportunity for someone who thrives in a dynamic, customer-centric environment and enjoys working cross-functionally with teams like Design, Engineering, Sales, Marketing, and Customer Success. The ideal candidate brings strong skills in product strategy, user experience design, and stakeholder collaboration.

What You'll Do:

• Set strategy & roadmap: Define the multi-quarter vision, strategy, and OKRs for your product area; align with execs and adjacent product teams to drive a coherent story.

• Lead customer discovery: Run structured discovery with admins, end users, IT, and exec sponsors; translate insights into PRDs, user stories, acceptance criteria, and low-fi wireframes and prototypes.

• Deciding what to build: Work closely with application teams, customers, sales, services, customer success, engineering and other cross-functional groups to prioritize new features and functionality based on business objectives and engineering estimates.

• Saying No: Gainsight is in a large market with multiple prospects and customers asking for many things. You’ll have to make tough calls in prioritizing and communicating why;

• Executing on roadmap: Collaborate daily with engineering team in a fast-paced Agile/Scrum development process to deliver new features and functionality;

• Partner on go-to-market: Work with Product Marketing and CS on positioning, pricing/packaging, launches, enablement, and competitive analysis; instrument and read the funnel post-launch.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For:

Must-have skills or experience:

• 5+ years of product management and 8+ years of overall experience preferably in a large B2B SaaS company

• Data-led judgment & bias to action: You quantify trade-offs, build just-enough models, and move work forward creating options, unblocking dependencies, and delivering incremental wins without waiting for perfect inputs.

• Strong customer and stakeholder empathy: You can represent the voices of customers, Marketing, Sales, Engineering, Support, Customer Success, and Operations.

• Leverage and Prototype with AI daily: You’re comfortable prompting ChatGPT while elevating necessary content, removing AI slop and hacking quick demos in Python/TypeScript or vibe code tools.

• Modern delivery practices: Intimately familiar with agile software development used to build and ship web, mobile and AI applications.

• Platform & technical fluency: End-to-end ownership of a platform or data/integration-heavy area in an enterprise environment; fluency with APIs/SDKs, data models, ETL, identity & permissions; You’ve shipped both platform primitives and user-facing experiences.

Nice-to-have skills or experience:

• Demonstrated ability to lead multidisciplinary teams and projects

• Customer Success / post-sales domain expertise; You’ve built or sold tools for Customer Success, Renewals, Professional Services, or adjacent revenue teams, and know their KPIs and pain points.

• Applying AI/LLMs to enterprise product experiences (summarization, recommendations, copilots) with emphasis on safety, governance, and evaluation.

• Pricing & packaging, monetization, and commercial experimentation (e.g., packaging APIs/connectors, usage-based models).

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.

• We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. 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 recruiting@gainsight.com .

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.