Product Manager, Customer Experience

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the adoption metrics for the Visibility Group's product portfolio by defining, tracking, and analyzing key performance indicators related to feature usage, engagement, and retention.

• Spot adoption gaps and friction points through direct interactions with customers, analysis of usage data, and feedback loops with the Customer Success and Sales teams.

• Create and implement a product adoption roadmap that prioritizes enhancements aimed at driving measurable improvements in customer engagement and retention.

• Work directly with product usage data and analytics platforms to derive actionable insights about customer behavior and feature utilization.

• Construct and maintain dashboards and reports to track adoption trends across different customer segments, regions, and product categories.

• Collaborate with Data Science and Engineering teams to enhance data instrumentation, event tracking, and reporting capabilities.

• Convert quantitative data findings into clear product hypotheses and prioritized items for the backlog.

• Engage actively with customers through various touchpoints—onboarding calls, quarterly business reviews (QBRs), support escalations, and product feedback sessions—to gain a profound understanding of their workflows and unmet needs.

• Work together with Customer Success Managers to establish structured feedback channels that highlight systemic product gaps.

• Advocate for the voice of the customer in internal product planning discussions and the prioritization of the roadmap.

• Transform customer insights and usage data into comprehensive product requirements, user stories, and acceptance criteria for engineering teams.

• Collaborate closely with engineering and design throughout the entire development lifecycle—from discovery and scoping to delivery and post-launch monitoring.

• Manage and prioritize the CX product backlog, balancing immediate adoption strategies with long-term platform enhancements.

• Partner with Product Marketing and Enablement teams to create onboarding materials, feature announcements, and adoption playbooks.

• Work alongside Presales and Solutions teams during deal cycles to gather market requirements and inform the product roadmap.

⛳️ Requirements

• Over 4 years of product management experience in B2B SaaS, demonstrating a strong focus on customer adoption, product-led growth, or customer experience.

• Proven capacity to work hands-on with data, including proficiency in querying databases (SQL), utilizing analytics tools, and crafting data-driven narratives.

• Excellent customer engagement skills, with experience conducting customer interviews, discovery sessions, and translating qualitative feedback into product requirements.

• Experience in cross-functional collaboration with engineering, design, and customer success teams in an agile setting.

• Exceptional communication skills with the ability to work efficiently with US-based teams and customers during CST business hours (significant schedule overlap required).

• Demonstrated ability to utilize AI tools (e.g., Claude, ChatGPT) to enhance product workflows, including synthesizing customer feedback, drafting requirements, and generating rapid data insights.

🏝️ Benefits

• Medical benefits commence on the first day of employment.

• 36 PTO days (Sick, Casual, and Earned), 5 recharge days, and 2 volunteer days.

• Home Office setups and technology reimbursement.

• Lifestyle and family benefits.

• Mental wellness support and guidance.

• Continuous learning and development opportunities (Professional development program, Toast Master club, etc.).