Product Owner – CSM Applications

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

📋 Description

• Take ownership of the product vision, roadmap, and backlog for CSM Applications, ensuring alignment with Customer Success priorities.

• Collect and interpret business needs into clear requirements, user stories, and acceptance criteria.

• Collaborate with CSM Applications Admins to plan sprints, prioritize tasks, guarantee quality and timely delivery, and provide hands-on assistance as necessary.

• Design and enhance Customer Success processes and workflows.

• Work together with Operations, CS Leadership, cross-functional teams, and end users to promote adoption, communicate updates, and support enablement.

• Define release plans, convey changes, and ensure stakeholders comprehend timelines, impacts, and expected outcomes.

• Establish and monitor success metrics to assess the impact of delivered functionality and guide future roadmap decisions.

• Oversee daily user support, including troubleshooting, ad-hoc customizations, workflow modifications, and user administration, security, and permissions management.

• Track system performance, usage, data integrity, and user activity to inform ongoing enhancements and platform improvements.

• Maintain expertise in the systems under ownership and related technologies by staying updated on new features, releases, and industry best practices.

⛳️ Requirements

• 3-5 years of experience, with a solid understanding of the SaaS business model and key customer success metrics.

• Bachelor’s degree or equivalent experience in a relevant field (e.g., Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis).

• Experience in administering Gainsight or a comparable Customer Success Platform.

• Proven ability to translate business processes into system requirements and solution designs.

• Familiarity with Agile methodologies (sprint planning, user story creation, and backlog management).

• Experience in Customer Success and collaborating with cross-functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics).

• Self-motivated with an ownership mentality and strong follow-through.

• Exceptional written and verbal communication skills. As a global team spread across different geographies and time zones, effective communication is vital to our success.

• Strategic thinker with strong prioritization skills.

• Ability to excel in a fast-paced environment with changing priorities.

• Problem solver with a systems mindset and robust analytical skills.

🏝️ Benefits

• Virtual onboarding, Hackathon, and various opportunities to engage with your team and global colleagues both on and offsite each year.

• Work flexibility with hybrid and remote work policies.

• Generous paid time-off policy (specifics vary by location).

• Lifestyle allowance.

• A Culture Crew in every country where we operate to organize regular activities that encourage employees to connect and bond outside of work.

• All full-time employees receive stock options, allowing them to participate in the company’s success.

• We have multiple Employee Resource Groups that provide a safe space for individuals sharing common identities, life experiences, or allyship to connect, support one another, and passionately advocate for significant issues.

• Additional benefits tailored to each country.