Product Manager Mailchimp Customer Success

Key Responsibilities Own and manage the Salesforce backlog for Customer Success and Customer Care operations Drive prioritization, scoping, and execution of initiatives impacting Customer Success workflows Improve end-to-end customer experience across onboarding, support, engagement, and retention journeys Collaborate cross-functionally with Engineering, Product, Customer Success, Operations, and High Availability teams Lead delivery of Customer Success initiatives and operational improvements across Salesforce and integrated systems Identify workflow inefficiencies and implement automation and tooling enhancements Translate business and customer needs into product requirements, user stories, and prioritization decisions Drive stakeholder alignment and independently make roadmap and trade-off decisions Support quarterly Customer Success initiatives and operational readiness activities Leverage customer and operational insights to improve lifecycle workflows and customer outcomes Required Qualifications Product Management experience with strong ownership of product backlogs and prioritization Functional working knowledge of Salesforce platform and customer workflows Experience improving customer lifecycle workflows and end-to-end customer experience Strong cross-functional collaboration and stakeholder management skills Experience operating as a true Product Manager, not just a coordinator or program manager Strong understanding of customer onboarding, support, engagement, and retention workflows Experience working in Agile/Scrum environments Strongly Preferred Qualifications Experience with Customer Success tools such as: Gainsight Chili Piper Salesforce-integrated workflow tools Experience supporting Customer Success or Customer Care organizations Experience with CRM-integrated lifecycle management and workflow automation Strong analytical and data-driven decision-making skills Nice to Have Familiarity with BigQuery or upstream data flows into Salesforce Experience with customer analytics, KPI dashboards, and operational reporting Exposure to workflow automation and customer engagement tooling Top Skills Salesforce Product Backlog Ownership Customer Success Operations Customer Lifecycle Management End-to-End Customer Experience Cross-functional Leadership Gainsight Chili Piper Workflow Automation Agile Product Management