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The Product Owner for CSM Applications plays a critical role in shaping how Customer Success engages, operates, and delivers value at scale. In this role, you will serve as the primary business owner for our CSM Applications, defining the vision, roadmap, requirements, and cross-functional alignment needed to turn business needs into delivered outcomes.
You will partner closely with Operations, Customer Success leadership and cross-functional stakeholders to understand business processes, identify opportunities, prioritize enhancements, and translate requirements into actionable work for the CSM Applications Admins and supporting systems teams.
This role is accountable for sprint planning, backlog prioritization, delivery, and ensuring our CSM Applications programs and features drive measurable impact across the customer lifecycle. While the CSM Applications Admins will handle the majority of system configurations, you will be expected to contribute hands-on support when needed to ensure timely delivery.
This is a key position within Post-Sales Applications, balancing product strategy, business analysis, program management, and technical aptitude to help our CSM teams work smarter, faster, and more effectively.
Own the product vision, roadmap, and backlog for CSM Applications, ensuring alignment with Customer Success priorities.
Gather and translate business needs into clear requirements, user stories, and acceptance criteria.
Partner with CSM Applications Admins to plan sprints, prioritize work, ensure quality and on-time delivery, providing hands-on support as needed.
Design and optimize Customer Success processes and workflows.
Collaborate with Operations, CS Leadership, cross-functional teams, and end users to drive adoption, communicate releases, and support enablement.
Define release plans, communicate changes, and ensure stakeholders understand timelines, impacts, and expected outcomes.
Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions.
Manage day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions.
Monitor system performance, usage, data integrity, and user activity to guide continuous improvements and platform enhancements.
Maintain expertise in the owned systems and related technologies by staying current on new features, releases, and industry best practices.
3-5 years of experience, with a good knowledge 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 with administering Gainsight, or a similar Customer Success Platform.
Demonstrated ability to translate business processes into system requirements and solution designs.
Experience working with Agile methodologies (sprint planning, user story creation and backlog management).
Experience working in Customer Success and with cross-functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics).
Self-starter with ownership mentality and strong follow-through.
Excellent written and verbal communication. We are a global team that is widely distributed across geographies and time zones, so strong communication is key to our success.
Strategic thinking and prioritization.
Ability to thrive in a fast-paced environment with shifting priorities.
Problem solver with a systems mindset and strong analytical skills.
Experience as a Gainsight end-user with strong understanding of CSM workflows.
Gainsight Administrator certification or advanced Gainsight configuration skills.
CRM administration experience or certification (e.g., Salesforce).
Customer-facing experience, especially in a Customer Success Manager role.
Experience working directly with senior leadership and cross-functional decision-makers.
Operations experience across Customer Success, Sales, Support, Services, or Marketing.
Background in data analysis, building reports and dashboards.
Understanding of data structures, data modeling concepts, and database management.
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