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TYPE OF WORK
Full Time
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SALARY
1250
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HOURS PER WEEK
40
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DATE UPDATED
Jul 2, 2025
Job Title: Customer Success Product Manager
Location: Remote
Employment Type: Full-time
Department: Product
About the Role
We’re looking for a thoughtful and execution-oriented Product Manager who can bridge customer feedback and engineering execution. This role demands a blend of user empathy, structured prioritization, and hands-on problem-solving. You will manage the lifecycle of feature requests and bugs, evaluate their impact, and work closely with customer support and engineering to continuously improve the product experience.
Key Responsibilities
???? Customer Feedback Management
- Own the intake process for customer issues and feature requests via Intercom and Canny.
- Collaborate with support reps to clarify user needs, confirm urgency, and extract actionable insights.
- Ensure feature iterations and bug reports are documented with reproduction steps, videos, or screenshots.
- Meet weekly with key accounts to collect feedback, identify pain points, and align product roadmap with real-world usage.
- Train users during onboarding and implementation phases, ensuring early engagement and successful adoption.
- Turn customer feedback from training and onboarding sessions into actionable product insights, creating cards for both features and bugs.
???? Issue Triage and Prioritization
- Use the internal impact matrix to assess and prioritize product issues:
???? P1 Urgent: System-wide failures or critical finance blockers (Immediate fix).
???? P2 High: Major functionality broken but workaround exists (Top of Dev backlog).
???? P3 Medium: Non-critical, but usability is affected (Backlog).
???? P4 Low: Cosmetic changes or enhancements (Bottom of Backlog).
???? Feature & Bug Testing
- Personally test all implemented features and bug fixes in the staging and testing environments before approval.
- Confirm that reported issues are resolved and that new features meet expected behavior and UX standards.
- Communicate validation results to engineering and support teams.
???? Backlog and Sprint Planning
- Translate user issues and feedback into detailed product cards.
- Work with engineering to refine tickets and define outcomes.
- Lead sprint grooming sessions and backlog reviews.
???? Cross-Functional Communication
- Keep support informed on issue status.
- Communicate prioritization rationale.
- Coordinate escalations with developers.
- Ensure feature progress and fixes are clearly shared with customer-facing teams for smooth rollouts and training updates.
Tools You’ll Use
- Intercom for user communication and ticketing
- Canny for managing feature requests
- Techsmith for screenshots and screen recording
- Trello for project management and backlog tracking
What Success Looks Like
- Reduced response/resolution times for high-priority issues
- High clarity and quality in user feedback documentation
- Well-groomed product backlog
- Strong alignment between teams
- Well-written specs on the cards
- Thoroughly tested cards on Staging and Production
- Engaged key accounts and well-documented feedback loops
- Successful onboarding experiences with actionable training insights
Requirements
- 2–5 years of product management or product operations experience
- Strong user empathy and ability to translate feedback
- Familiarity with Agile methodologies
- Excellent communication skills
- Construction background
- Experience with SaaS products
- Work from 9-5pm MST
IF YOUR SERIOUS
Please send me a video recording of yourself answering the following three questions:
1. Why did you apply for the job?
2. What experience do you have that makes you the best candidate?
3. What was a difficult problem you had to solve, and how did you solve it?
