Location
Austin, Texas, United States
Type
full time
Posted
4 months ago
Remote
Yes
Market range · function + seniority
p25 · target · p75 · n=800
Posting health
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Product Adoption & Customer Value
● Own the product success strategy for a portfolio of products/customers/regions
● Drive product adoption, feature utilization, and time-to-value
● Partner with customers to define success criteria, KPIs, and value outcomes
● Conduct regular product reviews, health checks, and roadmap alignment sessions
● Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing.
Product Expertise & Facilitating SME Enablement
● Become a trusted product expert and advisor to customers and field teams.
● Facilitate tighter and ongoing collaboration between product management and SMEs (Subject matter experts) from Solution and Value Advisory (SVA), Customer Value Management (CVM) and Professional Services (PS).
● Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk.
● Support onboarding and major product rollouts.
Voice of the Customer
● Capture customer feedback, pain points, and enhancement requests via forums such as Customer Advisory Boards, Product Innovation Council etc.
● Partner with Product Management to influence roadmap priorities. Advocate for customer needs across Engineering, Support, and Sales.
● Identify product gaps and adoption risks early.
Voice of the Field Feedback Loop
● Establish structured feedback loops from field teams to Product
● Surface enablement gaps, adoption blockers, and usability issues
● Influence product roadmap and documentation improvements
● Represent field readiness and adoption perspectives in product discussions
Cross-Functional Collaboration
● Work closely with Customer Success, Sales & Presales, and Professional Services
● Support renewals and expansions by demonstrating product value
● Contribute to customer success plans and executive business reviews
● Align with Marketing on customer stories and product messaging
● Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions.
Data & Reporting
● Monitor product usage data and customer health metrics
● Identify trends, risks, and opportunities for optimization
● Create reports and insights to guide customer and internal decisions
● Drive continuous improvement of product success processes
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