Product Manager Customer Success
Mountain View, California, United States of America
Contract
1 hour ago
$70 USD
Key skills
RAnalyticsBigQuerySalesforceCRMAgileScrumLeadershipStakeholder ManagementProduct ManagementCollaborationCustomer Success
About this role
We are seeking a Product Manager to own and improve how Mailchimp Customer Success teams operate across Salesforce and related tools. This role is focused on enabling a seamless end-to-end customer experience by driving product initiatives, workflow optimization, and operational excellence across Customer Success and Customer Care organizations.
The ideal candidate is a true Product Manager with strong backlog ownership, cross-functional leadership, and hands-on experience working with Salesforce-driven customer workflows.
Key Responsibilities
- Own and manage the Salesforce backlog for Customer Success and Customer Care operations
- Drive prioritization, scoping, and execution of initiatives impacting Customer Success workflows
- Improve end-to-end customer experience across onboarding, support, engagement, and retention journeys
- Collaborate cross-functionally with Engineering, Product, Customer Success, Operations, and High Availability teams
- Lead delivery of Customer Success initiatives and operational improvements across Salesforce and integrated systems
- Identify workflow inefficiencies and implement automation and tooling enhancements
- Translate business and customer needs into product requirements, user stories, and prioritization decisions
- Drive stakeholder alignment and independently make roadmap and trade-off decisions
- Support quarterly Customer Success initiatives and operational readiness activities
- Leverage customer and operational insights to improve lifecycle workflows and customer outcomes
Required Qualifications
- Product Management experience with strong ownership of product backlogs and prioritization
- Functional working knowledge of Salesforce platform and customer workflows
- Experience improving customer lifecycle workflows and end-to-end customer experience
- Strong cross-functional collaboration and stakeholder management skills
- Experience operating as a true Product Manager, not just a coordinator or program manager
- Strong understanding of customer onboarding, support, engagement, and retention workflows
- Experience working in Agile/Scrum environments
Strongly Preferred Qualifications
- Experience with Customer Success tools such as:
- Gainsight
- Chili Piper
- Salesforce-integrated workflow tools
- Experience supporting Customer Success or Customer Care organizations
- Experience with CRM-integrated lifecycle management and workflow automation
- Strong analytical and data-driven decision-making skills
Nice to Have
- Familiarity with BigQuery or upstream data flows into Salesforce
- Experience with customer analytics, KPI dashboards, and operational reporting
- Exposure to workflow automation and customer engagement tooling
Top Skills
- Salesforce
- Product Backlog Ownership
- Customer Success Operations
- Customer Lifecycle Management
- End-to-End Customer Experience
- Cross-functional Leadership
- Gainsight
- Chili Piper
- Workflow Automation
- Agile Product Management