Job Description:
Join Our Team at Gainsight
Who We Are
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, Community and Product Experience
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.
We’re seeking a Product Marketing Manager (PMM) to lead go-to-market strategy and product storytelling for our Community and Product Experience (PX) products. You’ll be working closely with Product Management teams in EMEA, so there is a preference for alignment to Eastern or Central Time Zones.
This is a high-impact opportunity to shape the narrative and market success of two strategic product lines – helping Gainsight extend its brand into the Community and In-App categories. Your primary focus will be on our Community product, while also charting the strategy for identifying the role PX plays in our product suite.
You’ll sit within the Gainsight Product Marketing team that owns our Community, Education and In-App products, reporting to the Director of Product Marketing over these three areas. You will work closely with a PMM peer who owns our Education products. You will have the opportunity to collaborate closely with the EVP and GM of our Education, Community and In-App Products.
What You’ll Own
Positioning & Messaging for Two Products: Tell the Gainsight Community and Product Experience story in a way that is clear, resonates and converts our target customer
Define our target buyer segments and personas, offering insight into who they are, their jobs-to-be-done and what problems our products solve for them.
Craft compelling messaging that clearly defines the value of community for business outcomes (retention, support deflection, advocacy, expansion)
Input on marketing content for our Community product, including webinar abstracts, new landing pages, digital ad copy and creative and content marketing themes.
Own messages on the Community and PX product landing pages and other product-oriented content.
Go-To-Market (GTM) Strategy for Two Products: Lead GTM strategy and execution on releases and product launches
Own product launch planning and execution: from positioning, messaging, naming, to content, campaign, and sales enablement, working closely with Product Managers
Drive product adoption and attach rates of new products and features, utilizing a mix of channels and tactics
Publish product updates and own the release calendar as a whole for your products
Collaborate with our Market Intelligence leader to create competitive positioning and battlecards to win against other community platforms and influence and shape the way analysts view our product and our evolving category
Sales & Customer Success Enablement: Equip the field to win every Community and Product Experience deal.
Equip GTM teams with pitch decks, one-pagers, roadmaps, interactive demos, 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
Partner with Sales Enablement on regular training on new feature releases and strategic positioning shifts
Identify Build a pipeline of customer stories and highlight their ROI: testimonials, videos, webinars, case studies and ensure these stories are activated across demand gen, sales enablement, and PR
Product Strategy: Ensure we’re building a product our customers want and need and proactively searching for opportunities to improve customer experience
Be a heavy contributor to Gainsight’s own Community for Community Customers and tester of new features, both regularly monitoring customer sentiment and using the Community product.
Meet with Product Managers of Community and PX regularly to help validate customer needs, provide competitive intelligence, synthesize Sales/CS feedback, provide early hypotheses on positioning and differentiation and develop adoption plans
Define adoption goals and tactics for new product launches in collaboration with Product Operations and Product Management.
What You Bring
Eastern or Central time zone aligned.
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, Customer Education, 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
Actively experimenting with a suite of AI products across key PMM workflows
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
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
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.
