AI Product Manager

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 CustomerOS 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.

About This Role:

We’re looking for a full-time AI Product Manager to join our Product team reporting to the CTO. This role is a remote role based in the USA.

In this role, you’ll play a key role in helping strategic customers succeed with Atlas, Gainsight’s AI native service, by embedding with their teams to own each deployment end to end, from technical implementation and the business case to renewals and product feedback. This is a great opportunity for someone who thrives in a forward-deployed, ambiguous, customer-embedded environment and enjoys working cross-functionally with teams like Engineering, Support, Services, and Renewals. The ideal candidate brings strong skills in technical product management, senior stakeholder communication, and ROI modeling.

What You’ll Do:

Deploy Atlas in customer environments

• Own the customer engagement from discovery through full scope delivery.
• Define and document implementation requirements for each account, validated against the customer’s real data and workflows.
• Own resolution of blockers across support, engineering, and the customer’s IT.
• Lead the technical implementation of Atlas agents inside customer tenants: data mapping across objects, fields, and tokens, connector configuration, and authentication setup spanning DNS, SSO, and Salesforce integrations.
• Support the rollout of AI agents alongside an AI native services team leveraging both agentic and human engagement.
• Own roadmap prioritization of each deployment and reconcile it against broader customer and engineering requirements.

Build and defend the business case

• Construct ROI models and value narratives tailored to each account, and present them with credibility to customer leadership.
• Run go or no-go reviews on new opportunities, weighing business cases against effort and upside, and make a clear recommendation.
• Partner on services scoping and pricing for new deployments.

Stay close to outcomes

• Lead renewal reviews, implementation, and outcome-based conversations.
• Define and design agentic renewal workflows to drive specific customer goals and ensure the renewals team is trained to successfully execute the process.
• Surface problems, own the path forward, and clarify ownership.

Close the loop to product and engineering

• Carry the reality of the field back to the core team: the gaps, the friction, the recurring failure modes, and the requests that recur across accounts.
• Prioritize product fixes so that hard-won lessons compound.
• Contribute to internal reviews and shape the roadmap with real evidence.
• Document what you learn, configurations, failure modes, ROI frameworks, in forms the next deployment can actually use, not just the one you’re in.

This role may require occasional travel (up to 10%) 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.

What We’re Looking For:

• 3-5 years of product management experience with technically complex, integration-heavy software.
• Exceptional relationship and communication skills. You build trust quickly with senior stakeholders, navigate organizational dynamics with ease, and stay composed and clear when conversations get difficult.
• Experience with AI native services, distributed systems, databases, training ML models, RAG, and LLMs.
• Hands-on technical fluency: data modeling, APIs and connectors, authentication and DNS fundamentals, and enough comfort with SQL or spreadsheets to build and defend an ROI model yourself.
• Sound judgment under ambiguity. You can run a room with senior people, make a recommendation without complete information, and own the result.
• Comfort owning outcomes across teams you do not man…