Senior Product Manager – Customer Success AI & Automation

athenahealth is seeking a highly autonomous Senior Product Manager to own and drive product strategy, roadmap execution, and operational transformation across their Customer Success ecosystem. This role will lead AI-enabled customer journey, workflow automation, and enterprise service experiences while balancing customer experience, scalability, and operational efficiency.

Responsibilities:

• Own and drive product strategy across Customer Success AI, workflow automation, support tooling, and operational transformation initiatives
• Develop unified product roadmaps aligned to customer experience goals, operational scalability, adoption metrics, and organizational strategy
• Translate ambiguous business opportunities into clear product direction, prioritization frameworks, and executable delivery plans
• Drive build-versus-buy decisions across enterprise platforms, AI-enabled workflows, customer support tooling, and operational systems
• Leverage enterprise platform capabilities including Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration tools, and AI-enabled customer success capabilities
• Partner with engineering, architecture, operations, vendors, and consultants to evaluate scalability, feasibility, operational burden, maintainability, and long-term strategic alignment
• Operate autonomously to identify priorities, drive discovery efforts, and progress workstreams without continual direction
• Lead executive-ready communication including roadmap updates, delivery risks, mitigation plans, stakeholder asks, and escalation management
• Drive holistic customer experience improvements across support, onboarding, care, and customer success interactions
• Evaluate AI-powered customer engagement capabilities including conversational AI, intelligent routing, workflow automation, and agentic systems

Requirements:

• 5+ years of Product Management experience in enterprise SaaS, AI products, workflow automation, customer success tooling, operational platforms, or enterprise transformation initiatives
• Experience owning product strategy and roadmap execution across complex cross-functional environments
• Experience evaluating build-versus-buy decisions across enterprise platforms and AI-enabled ecosystems
• Experience leveraging Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration systems, or AI-enabled customer success capabilities
• Strong systems thinking, operational problem-solving, and strategic prioritization skills
• Demonstrated ability to independently drive ambiguous workstreams from strategy through execution
• Strong executive communication, stakeholder management, and organizational influence skills
• Experience with conversational AI, workflow automation, intelligent routing, LLM-enabled products, or agentic systems
• Experience scaling enterprise customer operations through automation and AI
• Experience operating in large-scale enterprise platform ecosystems with multiple integrated tools and vendors