Product Owner – Customer Success, Technical Onboarding

Role Overview

• Lead the product roadmap for Gainsight, advancing the platform toward a predictive maturity model that includes automated journeys, churn risk forecasting, expansion opportunity identification, and user-focused workflows
• Drive enterprise technology initiatives focused on automated customer provisioning, including SaaS auto-licensing, account hierarchy mapping, and digital onboarding
• Optimize customer onboarding workflows within Salesforce, including case management, license entitlement mapping, and automated milestone tracking to scale implementation capacity
• Partner with Customer Success to design and configure system workflows, including Risk CTAs, success plans, CSQLs, health scorecards, mitigation playbooks, and timeline documentation
• Monitor, identify, and resolve production issues across Salesforce, Gainsight, and integrated applications
• Align the technology stack with company strategy and long-term business goals
• Collaborate with Business Systems Product Owners and system owners across the enterprise to identify and implement process improvements, data structure changes, and platform updates
• Partner cross-functionally with Sales, Marketing, Supply Chain, Customer Experience, and leadership to define and prioritize product vision, strategy, and roadmap
• Use data-driven insights to navigate competing stakeholder priorities, build consensus, and align teams around shared goals
• Lead product delivery within an Agile/Scrum framework by managing and prioritizing the backlog, balancing high-impact initiatives with incremental enhancements
• Write clear and actionable user stories and requirements to support development and delivery
• Collaborate with development and system administration teams to deliver high-quality solutions on time, with appropriate documentation and controls
• Support both Agile and waterfall delivery models, ensuring alignment to product and business needs
• Partner with business analysts to translate requirements into epics and user stories aligned with delivery timelines and team agreements
• Develop and maintain product documentation, training materials, and change management plans
• Plan, facilitate, and monitor User Acceptance Testing (UAT) for implementations, enhancements, and system upgrades
• Establish and report on system performance metrics, including usage, engagement, and effectiveness
• Analyze product performance and user feedback to inform continuous improvement and future roadmap decisions
• Act as the primary liaison with Customer Success platform vendors, providing strategic input and advocating for enhancements aligned with business needs
• Pilot and integrate AI productivity tools to improve requirement quality, identify gaps, and map cross-system dependencies prior to development

Requirements

• Experience with Salesforce
• Experience with Customer Success platforms (preferably Gainsight)
• Bachelor’s degree in Information Systems, IT, Computer Science, Business, or a related field
• 5+ years of experience as a Business Analyst or Product Owner
• Proven experience working in Agile development environments
• Ability to operate effectively across business units in a fast-paced, dynamic environment
• Strong written and verbal communication skills across diverse stakeholders (technical and non-technical)
• Demonstrated ability to manage multiple projects independently with strong analytical and problem-solving skills

Benefits

• 401(k) plan
• Stock options
• Competitive health insurance and mental health options
• Basic life insurance
• Paid time off
• Parental leave
• Access to best-in-class development programs