Product Owner - CSM Applications

Role Overview

You will be the Product Owner for CSM Applications, a key Post-Sales Applications role responsible for shaping how Customer Success engages, operates, and delivers value at scale. You’ll define the product vision, roadmap, and requirements, translating customer success needs into delivered outcomes for CSM Applications Admins and supporting teams.

Responsibilities

• Own the product vision, roadmap, and backlog for CSM Applications and ensure alignment with Customer Success priorities.
• Gather and translate business needs into requirements, user stories, and acceptance criteria.
• Partner with CSM Applications Admins on sprint planning, work prioritization, and ensuring quality and on-time delivery, providing hands-on support when needed.
• Design and optimize Customer Success processes and workflows.
• Collaborate with Operations, Customer Success leadership, cross-functional teams, and end users to drive adoption, communicate releases, and support enablement.
• Create release plans and communicate changes, timelines, impacts, and expected outcomes to stakeholders.
• Define and track success metrics to measure feature impact across the customer lifecycle and inform future roadmap decisions.
• Manage day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, and user administration (security/permissions).
• Monitor system performance, usage, data integrity, and user activity to guide continuous improvements.
• Stay current on owned systems and related technologies (new features/releases and industry best practices).

Requirements

• 3–5 years of experience.
• Strong knowledge of the SaaS business model and key customer success metrics.
• Bachelor’s degree or equivalent experience in relevant areas (Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis).
• Experience administering Gainsight or a similar Customer Success Platform.