The opportunity
You’ll join the Customer Advocacy and Programs team, a small, high-impact team inside Customer Success that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input and frontline insights to surface the highest-value…
What you'll do
Own the roadmap: Set and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
Discover and define problems: Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points, validate opportunities, and determine where tooling, automation, AI, or self-service can create leverage.
Shape solutions: Translate validated needs into clear product briefs, requirements, success metrics, and launch plans. Partner with technical teams to deliver scalable solutions.
Drive delivery and adoption: Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure each launch has a clear enablement, measurement, and iteration plan.
Scale Customer Success (CS) impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver CS-caliber value where dedicated CSM coverage is not available.
What they're looking for
- + years of experience in product management, program management with: substantial product ownership, business operations, consulting, or a related field.
- Experience leading products, platforms, workflows, or customer-facing: solutions from discovery and prioritization through launch, adoption, and iteration.
- Strong product sense and user empathy, with the ability to turn ambiguous: qualitative and quantitative inputs into clear strategy and requirements.
- A track record of leading complex, cross-functional work across technical,: operational, and go-to-market teams.
- Strong analytical and structured problem-solving skills, including the: ability to evaluate trade-offs and design scalable solutions.
- Excellent communication and influence skills, with the ability to create: clarity and drive alignment across frontline teams and senior leaders.
- High degree of comfort with AI tools.
- Experience building internal tools, automation, AI-enabled workflows, or: self-service experiences for customer-facing or go-to-market teams.
