Business Systems Product Manager
Core
Senior Product Manager owning a major workstream of the Customer Success Platform (CSP), an internal tooling suite for 2,500+ users that drives product adoption, NRR/GRR, and NPS through AI-enabled automation and workflow optimization.
Role type
Senior individual contributor product manager (internal platform)
Builds
Internal Customer Success Platform (CSP) capabilities, AI-driven automation features, and workflow tools for post-sales organizations
Domain
Enterprise SaaS / Customer Success Operations / AI & Automation
Deliverable
production ML models | product features
Required skills
Product roadmap ownership, cross-functional execution with engineering, data-informed prioritization, AI strategy & integration, stakeholder management (VP/C-level), UAT strategy, ROI frameworking, influence without authority
Preferred skills
Post-sales/CS operations domain expertise, ServiceNow platform familiarity, experience design/UI/UX sensibility, hands-on AI/agentic feature prototyping
Technologies
ServiceNow platform, AI/ML frameworks, agentic workflows
Responsibilities
Own end-to-end delivery of major CSP workstreams from problem definition to adoption; Translate business pain points into detailed BRDs with measurable outcomes; Drive structured prioritization balancing competing demands; Partner with engineering on delivery cadence and resolve blockers; Lead UAT execution and release communications; Embed AI-first thinking to automate manual workflows; Define and track adoption and business impact metrics; Present strategy and status to senior executives
Seniority
Senior, hands-on IC
