Principal Product Marketing Manager, Customer Success and Staircase

Gainsight is an AI-powered customer retention and customer success company. The Principal Product Marketing Manager will drive the go-to-market success of the Customer Success and Staircase products by owning positioning, messaging, competitive strategy, and end-to-end launches. The role also equips Sales and Success teams, synthesizes market insights, represents the products externally, and develops AI-native marketing processes.

Responsibilities:

• 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

Requirements:

• 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
• 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