Product Owner (CSM Applications)

TL;DR

Product Owner (CSM Applications): Defining the vision and roadmap for Customer Success applications to optimize engagement and value delivery with an accent on process design and cross-functional alignment. Focus on translating business needs into actionable requirements, managing the product backlog, and improving CSM workflows using platforms like Gainsight.

Location: Must be based in Canada (Toronto or Vancouver). Hybrid and remote work options are available.

Salary: $115,000 - $135,000 a year

Company

An all-in-one experience intelligence platform designed to help organizations understand and optimize the entire digital customer journey.

What you will 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 and ensure quality, on-time delivery.
• Design and optimize Customer Success processes and workflows to increase efficiency.
• Collaborate with CS leadership and cross-functional teams to drive platform adoption and communicate releases.
• Establish and track success metrics to evaluate the impact of delivered functionality.

Requirements

• 3-5 years of experience with a strong knowledge of the SaaS business model and key customer success metrics.
• Bachelor’s degree or equivalent experience in CS Operations, Product Ownership, or Business Analysis.
• Hands-on experience administering Gainsight or a similar Customer Success Platform.
• Proficiency in Agile methodologies, including sprint planning and backlog management.
• Strong ability to translate complex business processes into system requirements and solution designs.
• Location: Must be based in Canada (Toronto or Vancouver).

Nice to have

• Gainsight Administrator certification or advanced configuration skills.
• CRM administration experience or certification, particularly with Salesforce.
• Previous experience working as a Customer Success Manager (CSM).
• Background in data analysis and building complex reports and dashboards.

Culture & Benefits

• Flexible work arrangements with both hybrid and remote policies.
• Stock options for all full-time employees to share in company success.
• Generous paid time-off policy and a lifestyle allowance.
• Global team culture with virtual onboarding, Hackathons, and annual offsites.
• Employee Resource Groups providing safe spaces for identity, experience, and allyship.