Product Owner - CSM Applications

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Owner - CSM Applications in Canada.

This role sits at the core of Customer Success operations, shaping the systems, workflows, and digital tools that enable teams to deliver value across the customer lifecycle. You will own the vision and roadmap for Customer Success Management applications, ensuring they are aligned with business priorities and scalable operational needs. Acting as a bridge between Customer Success, Operations, and technical teams, you will translate business requirements into actionable product deliverables. The position combines product ownership, business analysis, and hands-on operational support in a fast-paced SaaS environment. You will play a key role in optimizing processes, improving user experience, and driving measurable impact on customer outcomes. This is a highly collaborative role requiring both strategic thinking and executional excellence.

Accountabilities:

• Own and define the product vision, roadmap, and backlog for Customer Success Management applications, ensuring alignment with Customer Success and business objectives.
• Gather, analyze, and translate business requirements into clear user stories, acceptance criteria, and functional specifications.
• Partner with Customer Success Operations and application administrators to plan sprints, prioritize development work, and ensure timely, high-quality delivery.
• Design, optimize, and continuously improve Customer Success workflows and operational processes across the customer lifecycle.
• Support release planning, communication, and stakeholder alignment to ensure clarity on timelines, changes, and expected outcomes.
• Track product performance and success metrics to measure impact and guide roadmap prioritization.
• Provide hands-on support for system administration, troubleshooting, user management, and workflow adjustments when required.
• Monitor system usage, data integrity, and performance to identify improvement opportunities and drive continuous enhancement.

Requirements:

• 3–5 years of experience in SaaS environments, Customer Success Operations, Product Ownership, or Business Analysis roles.
• Experience working with Customer Success platforms such as Gainsight or similar tools.
• Strong ability to translate business processes into system requirements and scalable product solutions.
• Experience working in Agile environments, including backlog management, sprint planning, and user story creation.
• Familiarity with Customer Success metrics and cross-functional collaboration across Sales, Marketing, and Operations teams.
• Strong analytical thinking, problem-solving abilities, and a systems-oriented mindset.
• Excellent communication skills, with the ability to work effectively across distributed global teams.
• Nice to have: Gainsight administration or certification, Salesforce CRM experience, customer-facing CSM experience, data analysis skills, and understanding of data structures and reporting.

Benefits:

• Competitive compensation package aligned with industry standards.
• Flexible work arrangements, including hybrid and remote options.
• Generous paid time off policies depending on location.
• Lifestyle allowance and additional well-being support programs.
• Stock options for full-time employees, allowing participation in company growth.
• Regular team events, onboarding programs, hackathons, and global collaboration opportunities.
• Inclusive culture supported by Employee Resource Groups and local engagement initiatives.
• Strong focus on learning, mentorship, and long-term career development.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1