Product Owner - CSM Applications

TL;DR

Product Owner - CSM Applications: Own the product vision, roadmap, and backlog for CSM Applications, translating business needs into requirements, user stories, and acceptance criteria with an accent on Customer Success processes and workflows. Focus on sprint planning, cross-functional collaboration, driving adoption, and establishing success metrics to measure impact across the customer lifecycle.

Location: Remote or hybrid from US locations (New York, Boston, Chicago, Atlanta, Washington D.C., Miami, Austin, Dallas, Salt Lake City, Denver)

Salary: $90,000 - $100,000 a year

Company

hirify.global is the all-in-one experience intelligence platform, a global leader in the experience analytics space with 15 offices worldwide.

What you will do

• Own the product vision, roadmap, and backlog for CSM Applications, aligning with Customer Success priorities.
• Gather business needs and translate them into clear requirements, user stories, and acceptance criteria.
• Partner with CSM Applications Admins for sprint planning, prioritization, quality assurance, and hands-on support.
• Design and optimize Customer Success processes and workflows.
• Collaborate with Operations, CS Leadership, cross-functional teams, and end users to drive adoption and enablement.
• Define release plans, track success metrics, manage user support, and monitor system performance.

Requirements

• 3-5 years of experience with SaaS business model and customer success metrics.
• Bachelor’s degree or equivalent in Customer Success Operations, Enterprise Applications, Product Ownership, or Business Analysis.
• Experience administering Gainsight or similar Customer Success Platform.
• Ability to translate business processes into system requirements and solution designs.
• Experience with Agile methodologies (sprint planning, user stories, backlog management).
• Excellent communication skills for a global, distributed team across geographies and time zones.
• Self-starter with strategic thinking, analytical skills, and ability to thrive in fast-paced environment.

Nice to have

• Experience as Gainsight end-user or Administrator certification.
• CRM administration experience (e.g., Salesforce).
• Customer-facing experience in Customer Success Manager role.
• Operations experience across Customer Success, Sales, Support, Services, or Marketing.
• Background in data analysis, reports, dashboards, data modeling.

Culture & Benefits

• Work flexibility with hybrid and remote policies.
• Generous paid time-off, lifestyle allowance, stock options for full-time employees.
• Virtual onboarding, Hackathons, social events, and offsite interactions with global colleagues.
• Culture Crew activities, Employee Resource Groups for connection and advocacy.
• Career development, mentorship, and benefits tailored to each country.