Amplify

Product Owner – Customer Success, Technical Onboarding

Amplify

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $134,600 - $154,000 per year

About the role

  • Lead the product roadmap for Gainsight, advancing the platform toward a predictive maturity model that includes automated journeys, churn risk forecasting, expansion opportunity identification, and user-focused workflows
  • Drive enterprise technology initiatives focused on automated customer provisioning, including SaaS auto-licensing, account hierarchy mapping, and digital onboarding
  • Optimize customer onboarding workflows within Salesforce, including case management, license entitlement mapping, and automated milestone tracking to scale implementation capacity
  • Partner with Customer Success to design and configure system workflows, including Risk CTAs, success plans, CSQLs, health scorecards, mitigation playbooks, and timeline documentation
  • Monitor, identify, and resolve production issues across Salesforce, Gainsight, and integrated applications
  • Align the technology stack with company strategy and long-term business goals
  • Collaborate with Business Systems Product Owners and system owners across the enterprise to identify and implement process improvements, data structure changes, and platform updates
  • Partner cross-functionally with Sales, Marketing, Supply Chain, Customer Experience, and leadership to define and prioritize product vision, strategy, and roadmap
  • Use data-driven insights to navigate competing stakeholder priorities, build consensus, and align teams around shared goals
  • Lead product delivery within an Agile/Scrum framework by managing and prioritizing the backlog, balancing high-impact initiatives with incremental enhancements
  • Write clear and actionable user stories and requirements to support development and delivery
  • Collaborate with development and system administration teams to deliver high-quality solutions on time, with appropriate documentation and controls
  • Support both Agile and waterfall delivery models, ensuring alignment to product and business needs
  • Partner with business analysts to translate requirements into epics and user stories aligned with delivery timelines and team agreements
  • Develop and maintain product documentation, training materials, and change management plans
  • Plan, facilitate, and monitor User Acceptance Testing (UAT) for implementations, enhancements, and system upgrades
  • Establish and report on system performance metrics, including usage, engagement, and effectiveness
  • Analyze product performance and user feedback to inform continuous improvement and future roadmap decisions
  • Act as the primary liaison with Customer Success platform vendors, providing strategic input and advocating for enhancements aligned with business needs
  • Pilot and integrate AI productivity tools to improve requirement quality, identify gaps, and map cross-system dependencies prior to development

Requirements

  • Experience with Salesforce
  • Experience with Customer Success platforms (preferably Gainsight)
  • Bachelor’s degree in Information Systems, IT, Computer Science, Business, or a related field
  • 5+ years of experience as a Business Analyst or Product Owner
  • Proven experience working in Agile development environments
  • Ability to operate effectively across business units in a fast-paced, dynamic environment
  • Strong written and verbal communication skills across diverse stakeholders (technical and non-technical)
  • Demonstrated ability to manage multiple projects independently with strong analytical and problem-solving skills
Benefits
  • 401(k) plan
  • Stock options
  • Competitive health insurance and mental health options
  • Basic life insurance
  • Paid time off
  • Parental leave
  • Access to best-in-class development programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforceGainsightAgileScrumUser Acceptance Testing (UAT)data analysisautomated customer provisioningchurn risk forecastingaccount hierarchy mappingdigital onboarding
Soft Skills
strong written communicationstrong verbal communicationanalytical skillsproblem-solving skillsproject managementcollaborationstakeholder managementconsensus buildingadaptabilitycross-functional teamwork