LP
PEGA Product Owner
LinkedIn Recruiter Post
Hiring PEGA Product Owner in Toronto, ON (Hybrid/Contract). Requires 12+ years exp, Banking & Insurance background.
About the role
- Director of Product Management for Customer Success at Equinix. Leading product initiatives and team development in hybrid work environment.
Responsibilities
- Lead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scales
- Accountable for the performance and results of direct reports and the broader pillar team
- Drive succession planning recommendations and contribute to people development strategy
- Own performance management of team members, including disciplinary actions and hire/fire decisions and recommendations
- Lead the GPS process including assessments and Total Rewards allocations of direct reports
- Drive talent development including quarterly conversations, career pathways conversations, and individual development and growth plans
- Model Equinix Culture and Values
- Own the Customer Success product experience including CSM workflows, account health, and renewal motion
- Set vision and roadmap for Customer Success product capabilities through transformation and beyond
- Drive Gainsight platform adoption, configuration, and BAU operations as the system of engagement for CSMs
- Lead the Renewals and Opportunity expansion and develop the longer-term plan for revenue motion product capabilities
- Establish customer health scoring methodology and integration with Salesforce account data
- Own Customer Success PI planning, capability prioritization, and roadmap
- Define pillar-level process and quality standards; ensure alignment with team-wide standards set by Product Operations
- Drive continuous improvement in Customer Success product delivery and Gainsight platform adoption
- Build and grow the Customer Success product team as scope and volume justify expansion
- Coordinate with cross-functional leadership to ensure Product Management is effective across Customer Success
- Partner with the Customer Success organization (CSMs, account teams) to translate operational needs into product capability
- Collaborate with Sales and Account Management leadership on opportunity routing, expansion signals, and renewal forecasting
- Coordinate with peer pillars (Service Delivery, Customer Support & Case, Order Platform) on customer-touching capabilities that span domains
- Proactively engage with Director and VP-level stakeholders to drive alignment on Customer Success product strategy
- Partner with the Sr Product Manager, Product Operations on cross-pillar standards, frameworks, and intake governance
- Seen as an advisor and thought leader on Customer Success methodology and Gainsight platform — engaging regularly with internal teams and the CSM community to explain the portfolio, product strategy, and roadmap
- Mentor the team in developing capabilities that resonate with CSMs and the broader Customer Success organization
- Develop innovative approaches to scale Customer Success capabilities as the function matures
- Build and maintain deep understanding of customer health scoring, renewal motion, and revenue engagement product practices
- Evangelize Customer Success product capabilities across peer pillars and stakeholders
- Ensure resource allocations within the pillar are aligned with organizational priorities
- Work closely with peer Directors on shared resource needs (e.g., where customer success workflows touch Service Delivery or Customer Support)
- Identify potential resource shortfalls and escalate proactively
- Manage and escalate resource conflicts as they arise.
- Provide input to capacity planning processes for the pillar's contractor pool allocation
- Optimize resource allocation across CSM workflows, Gainsight BAU, and renewal motion work
Requirements
- 8+ years product management experience, with 4+ years in leadership roles
- Demonstrated experience in Customer Success product management, including CSM workflows, customer health scoring, and renewal motion
- Hands-on experience with Gainsight (administration, configuration, integration, or product ownership)
- Strong background in B2B SaaS or enterprise customer success operations
- SAFe Agile experience including PI Planning and capability management
- Proven ability to partner with Sales, Customer Success Management, and Account Management functions
- Demonstrated people leadership including succession planning, talent development, and performance management.
- Gainsight certification (Administrator, NXT, or equivalent) preferred
- Direct experience with renewal/opportunity revenue motion product capabilities preferred
- Background in revenue engagement product management at an enterprise SaaS or telecom company preferred
- SAFe certification preferred
- Experience integrating Gainsight with Salesforce and other CRM/CPQ platforms preferred
Benefits
- Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.
- Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).
- Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.
- Employee Assistance Program: An Employee Assistance program is available to all employees.
- Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
- Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
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