Staff Product Manager (Salesforce, AI)

TL;DR

Staff Product Manager (Salesforce, AI): Defining and delivering the product roadmap for Salesforce Service Cloud and Experience Cloud, optimizing customer support and professional services operations with an accent on AI integration for efficiency and satisfaction. Focus on ensuring FedRAMP compliance, driving customer and partner experience optimization, and making data-driven product decisions.

Location: Remote - United States

Salary: $122,000 - $150,000

Company

hirify.global is a rapidly growing remote-first company providing a data engine for IT and Security, trusted by major names in demanding industries.

What you will do

• Define and execute a compelling product vision, strategy, and technology roadmap for customer-facing and internal support tools.
• Ensure all system enhancements and new features adhere to strict FedRAMP security and compliance standards.
• Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities and streamline workflows.
• Drive initiatives to continually improve both direct customer support experience and the experience for managed service (MSP) and service delivery partners.
• Build strong relationships and collaborate effectively with cross-functional teams including IT, Support, Customer Success, Sales, and Security.
• Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions and measure impact.

Requirements

• 5+ years of progressive product management experience in B2B SaaS, with a significant focus on customer support, customer success, or professional services systems.
• Deep functional and technical understanding of Salesforce Service Cloud and Salesforce Experience Cloud.
• Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs).
• Demonstrated interest in and understanding of emerging AI-driven solutions in the customer service space.
• Strong understanding of SaaS customer support, customer success, and professional services business processes.
• Experience delivering in regulated environments, understanding FedRAMP constraints.

Culture & Benefits

• Remote-first company that empowers employees to do their best work from anywhere.
• Collaborative, curious, and motivated team passionate about putting customers first.
• Generous benefits package including health, dental, vision, short-term disability, and life insurance.
• Paid holidays and paid time off, a fertility treatment benefit, 401(k), and equity.
• Eligibility for a discretionary company-wide bonus.
• Culture where differences are valued and welcomed, fostering innovation.