Product Owner - CSM Applications (SaaS)

TL;DR

Product Owner (SaaS/CSM): Shaping systems, workflows, and digital tools for Customer Success operations with an accent on scalability and operational efficiency. Focus on translating business requirements into actionable product deliverables and optimizing the customer lifecycle.

Location: Must be based in Canada (Remote/Hybrid options available)

Company

A SaaS product company focusing on Customer Success Management solutions.

What you will do

• Define the product vision, roadmap, and backlog for Customer Success Management applications.
• Gather and translate business requirements into clear user stories and functional specifications.
• Partner with CS Operations and technical teams to plan sprints and ensure high-quality delivery.
• Design and optimize operational processes across the customer lifecycle.
• Track performance and success metrics to guide roadmap prioritization.
• Provide hands-on support for system administration, troubleshooting, and user management.

Requirements

• 3–5 years of experience in SaaS, Customer Success Operations, Product Ownership, or Business Analysis.
• Experience working with Customer Success platforms like Gainsight or similar tools.
• Proficiency in Agile environments, including backlog management and sprint planning.
• Strong ability to translate business processes into scalable system requirements.
• Excellent communication skills for collaborating with distributed global teams.
• Must be based in Canada.

Nice to have

• Gainsight administration or certification.
• Salesforce CRM experience.
• Direct customer-facing CSM experience.
• Strong data analysis and reporting skills.

Culture & Benefits

• Competitive compensation package aligned with industry standards.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off policies.
• Lifestyle allowance and well-being support programs.
• Stock options for full-time employees.
• Strong focus on mentorship, learning, and long-term career development.