Senior Product Manager – Customer

Role SummaryWe're looking for a senior-level Product Manager with a strong technical foundation and deep familiarity with PRM (Partner Relationship Management) and/or customer‑support & CSM workflows. You'll own the full product life‑cycle for our customer‑ and partner‑facing portals:
gathering and prioritizing requirements, orchestrating sprints, driving adoption, and keeping churn low. The role is highly cross‑functional—part strategist, part project manager, part customer advocate.Key ResponsibilitiesProduct Strategy & DiscoveryConduct industry, ICP, and competitive research to identify market gaps and growth opportunities. Translate insights into data‑driven product roadmaps that maximize user adoption and expansion revenue.Requirements & PlanningWrite clear, testable PRDs, user stories, and acceptance criteria.Groom and prioritize backlogs, run sprint planning, and keep delivery on track in close partnership with Engineering and QA.Customer & Stakeholder EngagementLead discovery calls, quarterly roadmap reviews, and beta programs with strategic customers and partners.Serve as the escalation point for Support/CSM—triage bugs, clarify reproduction steps, and ensure timely resolution.Execution & DeliveryDrive day‑to‑day scrum ceremonies and remove blockers.Validate releases against requirements and customer expectations.Go‑to‑Market & EnablementOwn release notes, in‑app guides, and knowledge‑base articles—working with Marketing and CS to ensure value messaging resonates with ICP personas.Train Sales, Support, and Partner Managers on new capabilities.Metrics & Continuous ImprovementDefine and monitor KPIs such as feature adoption, NPS/CSAT, and churn/expansion rates.Run post‑launch retrospectives and feed learnings into subsequent sprints.Minimum Qualifications7+ years in Product Management for B2B SaaS, and business software development.Experience with customer or partner portals, PRM, or support/CSM tooling is a plus.Proven ability to author detailed PRDs, story maps, wireframes, and acceptance tests.Hands‑on experience with Agile/Scrum (you can run a sprint like clockwork).Technical background—CS degree or equivalent software‑engineering experience;
comfortable discussingAPIs, data models, and integration patterns.Strong analytical skills:
can size opportunities, model ROI, and prioritize ruthlessly.Excellent communicator—equally at home talking to architects, C‑Suite execs, or frontline CSMs.Demonstrated success boosting feature adoption and lowering churn through customer‑centric prioritization.Preferred / BonusDirect experience with major PRM/CRM ecosystems (Salesforce, HubSpot, Magentrix, Impartner, etc.).Familiarity with developer‑first documentation tooling (Storybook, Swagger/OpenAPI, Confluence, Git‑based workflows).Exposure to product‑usage analytics platforms (Pendo, Amplitude) and voice‑of‑customer tools.Background in channel operations, partner programs, or customer success leadership.Success Indicators (First 12 Months)Roadmap for the next three quarters finalized and signed off by the executive team.≥ 30 % uplift in portal feature adoption across top‑tier ICP accounts.Mean time‑to‑resolution for critical portal bugs reduced by 25 %.Release notes and documentation cadence standardized (100 % of releases accompanied by customer‑ready artifacts).Reporting & CollaborationReports to:
VP, Product & StrategyWorks closely with:
Engineering, QA, UX/UI, Support, CSM, Sales Engineering, MarketingLocation & Working Hours100 % remote — work from anywhere with a dependable internet connection.Minimum collaboration overlap of roughly 4 hours/day with North‑American EST time zone for stand‑ups, customer calls, and planning.Ready to lead the evolution of customer and partner experience? Apply with a résumé that highlights your portal‑, PRM‑, or CSM‑related successes and showcases your knack for turning strategic insight into product reality.

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