Sr. Staff Product Owner - Customer Success

• Strategic Alignment: Translate company and customer goals into team objectives, bridging the gap between business leaders, stakeholders, and the development team to ensure a unified vision.
• Product Vision & Roadmap Ownership: Develop and maintain a business-aligned, forward-looking product roadmap for Customer Success systems. Collaborate with business leads to validate that the roadmap delivers desired business outcomes and effectively communicate this vision to the development team.
• Prioritization & Execution: Organize and prioritize the product backlog based on business value and urgency. Make timely decisions on trade-offs, scope changes, and competing priorities. Define clear objectives and success metrics for each sprint or release, actively removing barriers and managing distractions to ensure successful delivery.
• Voice of the Business: Act as the primary liaison and trusted consultative partner for Customer Success. Anticipate their needs, advocate for solutions that address their challenges, and gain a deep understanding of their workflows and pain points.
• Collaboration & Communication: Manage cross-functional dependencies and collaboration. Ensure timely and transparent communication to teams and stakeholders, tailoring messages to diverse audiences. Drive continuous improvement within the team.
• Product Delivery & Validation: Ensure the development team fully understands the product vision. Validate completed work against expectations and quality standards. Lead backlog prioritization, refinement, and planning sessions.

• Change Management & Enablement: Develop and execute comprehensive change management and enablement plans for new system implementations and process improvements, ensuring smooth transitions and high user adoption within the Customer Success organization.
• Domain Expertise: Cultivate and maintain deep expertise in the business, systems, and processes related to Customer Success (Onboarding, Customer Success), striving not just to understand best-in-class, but to achieve it.

• Bachelor's degree in Business, Technology, or a related field.
• 10+ years as a Product Owner, Program Manager, or Solution Delivery Lead in Customer Success, Onboarding, or Customer Success systems, ideally in a high-growth SaaS company with revenue over $1B.
• Strong understanding of the customer lifecycle and proven ability to optimize it through technology.
• Expertise with CRM platforms (Salesforce), customer success platforms (Gainsight, Vitally), and knowledge management systems.
• Demonstrated success in building trust with business partners and driving transformational change.
• Proven experience as a change agent, driving transformation and improvement within organizations.
• Skilled in Agile methodologies, with a track record of delivering measurable business results.

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