Product Success Manager

The Product Success Manager (PSM) sits at the critical intersection of Product Management, Customer Success, and Account Enablement. Unlike traditional Customer Success Managers who focus broadly on relationship management and renewals, the PSM is a deep product subject matter expert. Their primary mission is to drive user adoption, maximize value realization, and act as a tight feedback loop back to the Product Development team to shape the future roadmap.

If you thrive on turning complex technology (such as Generative AI, enterprise SaaS, or APIs) into measurable business value for customers while directly influencing the core product roadmap, this role is for you.

Key Responsibilities:

1. Drive Adoption & Value Realization

· Establish Baselines: Partner with clients pre- and post-implementation to establish performance benchmarks and measure product value (e.g., yield lift, efficiency gains, and ROI).

· Best-Practice Enablement: Champion product configurations and workflows that align with industry best practices.

· At-Risk Mitigation: Identify underperforming accounts, analyze root causes (technical, workflow, or educational), and execute targeted intervention strategies.

2. Product Feedback & Roadmap Integration

· Structured Feedback Loop: Act as the strategic intake point for customer feedback, translating real-world struggles and feature requests into detailed, structured requirements for the Product Management team.

· Feature Advocacy: Partner with Product Owners to test and validate whether new feature releases successfully produce the intended measurable results.

· Close the Loop: Keep customers informed about how their specific feedback and insights shaped the product roadmap.

3. Customer & Internal Enablement

· Technical Advocacy: Act as the high-complexity, technical escalation contact to resolve adoption roadblocks and integration challenges.

· SME Support: Support Sales, Sales Engineering, and Customer Success Teams during late-stage sales cycles as the leading Product Subject Matter Expert.

· Content & Training: Design and deliver both external client-facing training and internal enablement sessions to ensure everyone understands the product’s full potential.

Required Qualifications & Experience:

· Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline. (An MBA, JD, or advanced degree is a plus depending on the industry vertical).

· Experience: 5+ years of cross-functional experience in Customer Success, Product Engagement, Product Management, or Technical Program Management within SaaS or enterprise software.

· Analytical Fluency: Strong problem-solving skills with enough data fluency to interpret product usage metrics (using tools like Gainsight, Salesforce, or Tableau) and translate patterns into adoption strategies.

· Strategic Communication: Exceptional facilitation and presentation skills, with the ability to simplify complex technical architecture into high-level business value for executives.

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