New York, New York•Boston, Massachusetts•Chicago, Illinois•Atlanta, Georgia•Washington, D.C•Miami, Florida•Austin, Texas•Dallas, Texas•Salt Lake City, Utah•Denver, Colorado
Remote
Mid Level
Full Time
9 days ago
💰$90,000 - $100,000
CSMProduct OwnerCustomer SuccessAgileGainsightSaaS
Requirements
- •3-5 years of experience, with a good knowledge of the SaaS business model and key customer success metrics
- •Bachelor’s degree, or equivalent experience in a relevant field (e.g., Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis)
- •Experience with administering Gainsight, or a similar Customer Success Platform
- •Demonstrated ability to translate business processes into system requirements and solution designs
- •Experience working with Agile methodologies (sprint planning, user story creation and backlog management)
- •Experience working in Customer Success and with cross-functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics)
- •Self-starter with ownership mentality and strong follow-through
- •Excellent written and verbal communication
- •Strategic thinking and prioritization
- •Ability to thrive in a fast-paced environment with shifting priorities
- •Problem solver with a systems mindset and strong analytical skills
What You'll Do
- •Own the product vision, roadmap, and backlog for CSM Applications, ensuring alignment with Customer Success priorities
- •Gather and translate business needs into clear requirements, user stories, and acceptance criteria
- •Partner with CSM Applications Admins to plan sprints, prioritize work, ensure quality and on-time delivery, providing hands-on support as needed
- •Design and optimize Customer Success processes and workflows
- •Collaborate with Operations, CS Leadership, cross-functional teams, and end users to drive adoption, communicate releases, and support enablement
- •Define release plans, communicate changes, and ensure stakeholders understand timelines, impacts, and expected outcomes
- •Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions
- •Manage day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions
- •Monitor system performance, usage, data integrity, and user activity to guide continuous improvements and platform enhancements
- •Maintain expertise in the owned systems and related technologies by staying current on new features, releases, and industry best practices
Nice to Have
- •Experience as a Gainsight end-user with strong understanding of CSM workflows
- •Gainsight Administrator certification or advanced Gainsight configuration skills
- •CRM administration experience or certification (e.g., Salesforce)
- •Customer-facing experience, especially in a Customer Success Manager role
- •Experience working directly with senior leadership and cross-functional decision-makers
- •Operations experience across Customer Success, Sales, Support, Services, or Marketing
- •Background in data analysis, building reports and dashboards
- •Understanding of data structures, data modeling concepts, and database management
Benefits
- •Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
- •Work flexibility: hybrid and remote work policies
- •Generous paid time-off policy (every location is different)
- •Lifestyle allowance
- •A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
- •Every full-time employee receives stock options, allowing them to share in the company’s success
- •Multiple Employee Resource Groups offering a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and advocate for issues
- •More benefits tailored to each country
About ContentSquare
Contentsquare is an AI platform that provides product analytics, customer feedback, digital experience analytics, and monitoring services.
Paris, France
1000 - 5000
Product Analytics