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Product Owner - CSM Applications

1 month, 1 week ago
Canada
Full-time
Mid Level
Product Owner
Product Management
Agile Salesforce
Apply Now
Contentsquare

Contentsquare

Contentsquare is a digital analytics and user experience company that develops a SaaS platform to analyze online customer interactions and improve applications and websites.

IT Services
251-1K
Founded 2012
$1412M raised
View All Jobs 11

Description

  • Own the product vision, roadmap, and backlog for CSM Applications in alignment with Customer Success priorities.
  • Gather business needs and translate them into requirements, user stories, and acceptance criteria.
  • Partner with CSM Applications Admins to plan sprints, prioritize work, and support timely delivery.
  • Design and optimize Customer Success processes and workflows.
  • Collaborate with Operations, Customer Success leadership, cross-functional teams, and end users to drive adoption and enablement.
  • Define release plans, communicate changes, and manage stakeholder expectations on timelines and impact.
  • Establish and track success metrics to measure delivered functionality and inform future roadmap decisions.
  • Provide day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, user administration, security, and permissions.
  • Monitor system performance, usage, data integrity, and user activity to identify improvements and enhancements.
  • Maintain expertise in owned systems and related technologies by staying current on new features, releases, and best practices.

Requirements

  • 3-5 years of experience in a relevant field.
  • Bachelor’s degree, or equivalent experience, in Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis, or a related field.
  • Experience administering Gainsight, or a similar Customer Success Platform.
  • Ability to translate business processes into system requirements and solution designs.
  • Experience working with Agile methodologies, including sprint planning, user story creation, and backlog management.
  • Experience working in Customer Success and with cross-functional teams such as Sales Operations, Marketing, Customer Experience, and Analytics.
  • Strong written and verbal communication skills for working across distributed geographies and time zones.
  • Strong strategic thinking, prioritization, and analytical problem-solving skills.
  • Ability to thrive in a fast-paced environment with shifting priorities.
  • Preferred: Gainsight end-user experience with a strong understanding of CSM workflows.
  • Preferred: Gainsight Administrator certification or advanced Gainsight configuration skills.
  • Preferred: CRM administration experience or certification, such as Salesforce.
  • Preferred: Customer-facing experience, especially as a Customer Success Manager.
  • Preferred: Experience working directly with senior leadership and cross-functional decision-makers.
  • Preferred: Operations experience across Customer Success, Sales, Support, Services, or Marketing.
  • Preferred: Background in data analysis, reporting, dashboards, data structures, data modeling, or database management.

Benefits

  • $115,000 - $135,000 a year salary range.
  • Hybrid and remote work policies.
  • Generous paid time off.
  • Lifestyle allowance.
  • Every full-time employee receives stock options.
  • Career development and mentorship opportunities.
  • Virtual onboarding, hackathons, and opportunities to connect with global colleagues.
  • Employee Resource Groups and regular culture-building activities.

Interested in this position?

Apply directly on the company website

Apply Now

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