Product Marketing Manager

Job Description:

Gainsight is not just a software company – we’re the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as “The Customer Success Company.” Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day.

Product Marketing Manager

Gainsight is evolving—from the creator of the Customer Success category to the company defining the future of customer retention powered by agentic AI. At the center of this transformation is Atlas, our proprietary family of AI agents designed to drive intelligent, proactive outcomes across the post-sale journey.

As our Community PMM, you’ll be the strategic voice and storyteller for Gainsight Community—defining its value in the market, crafting compelling narratives, and driving adoption and engagement. This is a rare opportunity to shape the next chapter of one of SaaS’s most beloved brands and to make AI not just a product feature, but a foundational pillar of our story. You’ll work alongside the Community team working directly with the EVP & GM of our Community, Education & PX Business.

• Craft compelling messaging that clearly defines the value of community for business outcomes (retention, support deflection, advocacy, expansion)
• Tailor positioning by vertical (SaaS, associations, customer success teams) and maturity stage (launching community vs. scaling)
• Translate technical capabilities (e.g. gamification, integrations, AI moderation) into business impact

• Own product launch planning and execution: from positioning and messaging to content, campaign, and sales enablement
• Partner with our General Manager and Sales to package use cases (e.g. “build a support deflection hub” or “scale customer education via community”)
• Create competitive positioning and battlecards to win against other community platforms

Customer Storytelling & Social Proof

• Build pipeline of community-powered customer stories: testimonials, videos, webinars, case studies and ensure these stories are activated across demand gen, sales enablement, and PR

• Highlight real ROI from customers (e.g. “20% reduction in support tickets through community”)

• Feed these stories into demand gen, sales enablement, and PR

• Market the outcomes of using a community product, not just the features, with clear linkage to revenue impact

• Partner with demand gen to create product-led growth loops (e.g., free tier upsell, self-serve community launches)
   

• Develop thought leadership content around community-led growth, digital customer success, and the future of customer engagement

• Work with execs, customer success teams, and influencers to shape the narrative in the industry

• Represent the company at webinars, events, and podcasts as a subject matter expert

• Equip GTM teams with pitch decks, one-pagers, ROI calculators, and objection-handling guides. Establish regular feedback loops with Sales and CS to refine messaging based on field insights

• Provide CS teams with messaging and assets to drive customer activation and expansion

• Host regular training on new feature releases and strategic positioning shifts

What You Bring

• 5–7 years in B2B SaaS marketing, with 2–3+ years specifically in product marketing

• Proven experience owning GTM strategy for a product or feature set

• Familiarity with community platforms, customer engagement tech, or CX tools

• Background in marketing to Customer Success, Support, or Marketing personas is a major plus

• Experience supporting B2B sales-led motions

• Strong operational and project management skills. Ability to drive complex initiatives from concept to launch

• Exceptional messaging & positioning skills – able to translate complex capabilities into clear customer value

• Strong understanding of B2B SaaS buyer journeys, especially in mid-market to enterprise segments

• Global mindset and experience supporting international markets or distributed teams, including tailoring messaging and programs to resonate across regions.

• Maximize impact through vendor partnerships, agency contracts, and brand budget allocation to maximize ROI across programs

• Bonus: Background in AI, platform branding, or working with developer/technical audiences

Why You Belong Here

You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you’ll have the freedom to innovate, the support to grow your career, and the chance to make a real impact on thousands of businesses and their customers. We welcome talented people from all backgrounds – whether you build products, close deals, delight clients, or drive strategy, you’ll find an open door and a community that has your back. If you’re ambitious, curious, and ready to bring your whole self to work, come make your mark with us. Let’s build something special together.

At Gainsight, we empower companies to deliver exceptional customer experiences and drive sustainable growth. Our suite of solutions helps businesses connect with their customers at every stage of their journey:

• Customer Success (Gainsight CS) – Tools to help customer success teams drive retention, expand relationships, and turn customers into lifelong advocates.
   

• Relationship Intelligence (Staircase AI, by Gainsight) – Insights that enable teams to proactively strengthen customer relationships and prevent churn.
   

• Product Experience (Gainsight PX) – Solutions that help product teams improve onboarding, drive feature adoption, and create user experiences customers love.
   

• Customer Communities – Dynamic spaces where customers can connect, collaborate, and find the resources they need to succeed.
   

• Customer and Partner Education (Skilljar by Gainsight) – Scalable education platforms that help companies onboard, train, and engage their customers and partners.
   

At every step, we help businesses create deeper connections, deliver more value, and achieve greater growth.

Our culture is what truly sets us apart – we believe you can win in business by being human-first and never saying no to a moment of childlike joy. That means we put people at the heart of everything we do, treating each other with empathy, embracing diversity, and having fun along the way. Five core values guide us: Golden Rule (treat others as you want to be treated), Success for All (win together), Childlike Joy (bring your inner child to work), Shoshin (beginner’s mind, always learning), and Stay Thirsty (keep aiming higher). These values aren’t just posters on a wall – we live them daily, shaping how we build products, support our customers, and celebrate our wins. At Gainsight, we work hard, laugh a lot, and lift each other up every step of the way.

Job Description Summary