Product Owner - CSM Applications
Contentsquare, New York, NY, United States
About the job
The Product Owner for CSM Applications plays a critical role in shaping how Customer Success engages, operates, and delivers value at scale. In this role, you will serve as the primary business owner for our CSM Applications, defining the vision, roadmap, requirements, and cross‑functional alignment needed to turn business needs into delivered outcomes.
You will partner closely with Operations, Customer Success leadership and cross‑functional stakeholders to understand business processes, identify opportunities, prioritise enhancements and translate requirements into actionable work for the CSM Applications Admins and supporting systems teams. This role is accountable for sprint planning, backlog prioritisation, delivery and ensuring our CSM Applications programmes and features drive measurable impact across the customer lifecycle.
What you’ll 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, prioritise work, ensure quality and on‑time delivery, providing hands‑on support as needed.
Design and optimise Customer Success processes and workflows.
Collaborate with Operations, CS Leadership, cross‑functional teams and end users to drive adoption, communicate releases and support enablement.
Define release plans, communicate changes and ensure stakeholders understand timelines, impacts and expected outcomes.
Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions.
Manage day‑to‑day user support, including troubleshooting, ad‑hoc customisations, workflow adjustments and user administration, security and permissions.
Monitor system performance, usage, data integrity and user activity to guide continuous improvements and platform enhancements.
Maintain expertise in the owned systems and related technologies by staying current on new features, releases and industry best practices.
What you’ll need to succeed
3‑5 years of experience, with a good knowledge of the SaaS business model and key customer success metrics.
Bachelor’s degree or equivalent experience in a relevant field (e.g., Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis).
Experience with administering Gainsight or a similar Customer Success Platform.
Demonstrated ability to translate business processes into system requirements and solution designs.
Experience with Agile methodologies (sprint planning, user story creation and backlog management).
Experience working in Customer Success and with cross‑functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics).
Self‑starter with ownership mentality and strong follow‑through.
Excellent written and verbal communication. You are part of a globally distributed team, so strong communication is key.
Strategic thinking and prioritisation.
Ability to thrive in a fast‑paced environment with shifting priorities.
Problem solver with a systems mindset and strong analytical skills.
What would make you stand out from the crowd?
Experience as a Gainsight end‑user with a strong understanding of CSM workflows.
Gainsight Administrator certification or advanced Gainsight configuration skills.
CRM administration experience or certification (e.g., Salesforce).
Customer‑facing experience, especially in a Customer Success Manager role.
Experience working directly with senior leadership and cross‑functional decision‑makers.
Operations experience across Customer Success, Sales, Support, Services or Marketing.
Background in data analysis, building reports and dashboards.
Understanding of data structures, data modelling concepts and database management.
$90,000 - $100,000 a year
For compensation, we set standard ranges for all roles based on function, level and geographic location. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation details listed in US role postings reflect the base salary only and do not include bonus, commission, equity or benefits.
Benefits
Virtual onboarding, hackathon and various opportunities to interact with your team and global colleagues both onsite and offsite each year.
Work flexibility: hybrid and remote work policies.
Generous paid time‑off policy (every location is different).
Lifestyle allowance.
A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work.
Every full‑time employee receives stock options, allowing them to share in the company’s success.
Multiple Employee Resource Groups, offering a safe space for individuals who share common identities, life experiences or allyship to connect, support one another and advocate for the issues close to their hearts.
And more benefits tailored to each country.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data centre in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.
Contentsquare may use AI‑assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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You will partner closely with Operations, Customer Success leadership and cross‑functional stakeholders to understand business processes, identify opportunities, prioritise enhancements and translate requirements into actionable work for the CSM Applications Admins and supporting systems teams. This role is accountable for sprint planning, backlog prioritisation, delivery and ensuring our CSM Applications programmes and features drive measurable impact across the customer lifecycle.
What you’ll 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, prioritise work, ensure quality and on‑time delivery, providing hands‑on support as needed.
Design and optimise Customer Success processes and workflows.
Collaborate with Operations, CS Leadership, cross‑functional teams and end users to drive adoption, communicate releases and support enablement.
Define release plans, communicate changes and ensure stakeholders understand timelines, impacts and expected outcomes.
Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions.
Manage day‑to‑day user support, including troubleshooting, ad‑hoc customisations, workflow adjustments and user administration, security and permissions.
Monitor system performance, usage, data integrity and user activity to guide continuous improvements and platform enhancements.
Maintain expertise in the owned systems and related technologies by staying current on new features, releases and industry best practices.
What you’ll need to succeed
3‑5 years of experience, with a good knowledge of the SaaS business model and key customer success metrics.
Bachelor’s degree or equivalent experience in a relevant field (e.g., Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis).
Experience with administering Gainsight or a similar Customer Success Platform.
Demonstrated ability to translate business processes into system requirements and solution designs.
Experience with Agile methodologies (sprint planning, user story creation and backlog management).
Experience working in Customer Success and with cross‑functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics).
Self‑starter with ownership mentality and strong follow‑through.
Excellent written and verbal communication. You are part of a globally distributed team, so strong communication is key.
Strategic thinking and prioritisation.
Ability to thrive in a fast‑paced environment with shifting priorities.
Problem solver with a systems mindset and strong analytical skills.
What would make you stand out from the crowd?
Experience as a Gainsight end‑user with a strong understanding of CSM workflows.
Gainsight Administrator certification or advanced Gainsight configuration skills.
CRM administration experience or certification (e.g., Salesforce).
Customer‑facing experience, especially in a Customer Success Manager role.
Experience working directly with senior leadership and cross‑functional decision‑makers.
Operations experience across Customer Success, Sales, Support, Services or Marketing.
Background in data analysis, building reports and dashboards.
Understanding of data structures, data modelling concepts and database management.
$90,000 - $100,000 a year
For compensation, we set standard ranges for all roles based on function, level and geographic location. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation details listed in US role postings reflect the base salary only and do not include bonus, commission, equity or benefits.
Benefits
Virtual onboarding, hackathon and various opportunities to interact with your team and global colleagues both onsite and offsite each year.
Work flexibility: hybrid and remote work policies.
Generous paid time‑off policy (every location is different).
Lifestyle allowance.
A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work.
Every full‑time employee receives stock options, allowing them to share in the company’s success.
Multiple Employee Resource Groups, offering a safe space for individuals who share common identities, life experiences or allyship to connect, support one another and advocate for the issues close to their hearts.
And more benefits tailored to each country.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data centre in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.
Contentsquare may use AI‑assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
#J-18808-Ljbffr