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 AI Product Manager to join our Product team reporting to the CTO. This role is a remote role based in the USA.
In this role, you'll play a key role in helping strategic customers succeed with Atlas, Gainsight's AI native service, by embedding with their teams to own each deployment end to end, from technical implementation and the business case to renewals and product feedback. This is a great opportunity for someone who thrives in a forward-deployed, ambiguous, customer-embedded environment and enjoys working cross-functionally with teams like Engineering, Support, Services, and Renewals. The ideal candidate brings strong skills in technical product management, senior stakeholder communication, and ROI modeling.
What You'll Do:
Deploy Atlas in customer environments
Own the customer engagement from discovery through full scope delivery.
Define and document implementation requirements for each account, validated against the customer's real data and workflows.
Own resolution of blockers across support, engineering, and the customer's IT.
Lead the technical implementation of Atlas agents inside customer tenants: data mapping across objects, fields, and tokens, connector configuration, and authentication setup spanning DNS, SSO, and Salesforce integrations.
Support the rollout of AI agents alongside an AI native services team leveraging both agentic and human engagement.
Own roadmap prioritization of each deployment and reconcile it against broader customer and engineering requirements.
Build and defend the business case
Construct ROI models and value narratives tailored to each account, and present them with credibility to customer leadership.
Run go or no-go reviews on new opportunities, weighing business cases against effort and upside, and make a clear recommendation.
Partner on services scoping and pricing for new deployments.
Stay close to outcomes
Lead renewal reviews, implementation, and outcome-based conversations.
Define and design agentic renewal workflows to drive specific customer goals and ensure the renewals team is trained to successfully execute the process.
Surface problems, own the path forward, and clarify ownership.
Close the loop to product and engineering
Carry the reality of the field back to the core team: the gaps, the friction, the recurring failure modes, and the requests that recur across accounts.
Prioritize product fixes so that hard-won lessons compound.
Contribute to internal reviews and shape the roadmap with real evidence.
Document what you learn, configurations, failure modes, ROI frameworks, in forms the next deployment can actually use, not just the one you're in.
This role may require occasional travel (up to 10%) 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:
3-5 years of product management experience with technically complex, integration-heavy software.
Exceptional relationship and communication skills. You build trust quickly with senior stakeholders, navigate organizational dynamics with ease, and stay composed and clear when conversations get difficult.
Experience with AI native services, distributed systems, databases, training ML models, RAG, and LLMs.
Hands-on technical fluency: data modeling, APIs and connectors, authentication and DNS fundamentals, and enough comfort with SQL or spreadsheets to build and defend an ROI model yourself.
Sound judgment under ambiguity. You can run a room with senior people, make a recommendation without complete information, and own the result.
Comfort owning outcomes across teams you do not manage, including support, engineering, services, and the customer's own organization.
A bias to action and a willingness to be the first person to make something work before it is fully productized.
Nice-to-have skills or experience:
Background in customer success, RevOps, data, or AI and ML products
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 $275,000 - $300,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
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 recruiting@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.