Principal Product Marketing Manager, Customer Success and Staircase

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 Customer OS 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.

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.

• 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.

• 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,…