Senior Product Manager – Customer Success, AI & Automation

athenahealth

Senior Product Manager leading AI-enabled customer journey and workflow automation strategies for athenahealth. Collaborating across teams to drive operational transformation and customer success initiatives.

Posted 6/25/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesSenior💰 $141,000 - $239,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own and drive product strategy across Customer Success AI, workflow automation, support tooling, and operational transformation initiatives.
Develop unified product roadmaps aligned to customer experience goals, operational scalability, adoption metrics, and organizational strategy.
Translate ambiguous business opportunities into clear product direction, prioritization frameworks, and executable delivery plans.
Drive build-versus-buy decisions across enterprise platforms, AI-enabled workflows, customer support tooling, and operational systems.
Leverage enterprise platform capabilities including Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration tools, and AI-enabled customer success capabilities.
Partner with engineering, architecture, operations, vendors, and consultants to evaluate scalability, feasibility, operational burden, maintainability, and long-term strategic alignment.
Operate autonomously to identify priorities, drive discovery efforts, and progress workstreams without continual direction.
Lead executive-ready communication including roadmap updates, delivery risks, mitigation plans, stakeholder asks, and escalation management.
Drive holistic customer experience improvements across support, onboarding, care, and customer success interactions.
Evaluate AI-powered customer engagement capabilities including conversational AI, intelligent routing, workflow automation, and agentic systems.

Requirements

What you’ll need

5+ years of Product Management experience in enterprise SaaS, AI products, workflow automation, customer success tooling, operational platforms, or enterprise transformation initiatives
Experience owning product strategy and roadmap execution across complex cross-functional environments
Experience evaluating build-versus-buy decisions across enterprise platforms and AI-enabled ecosystems
Experience leveraging Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration systems, or AI-enabled customer success capabilities
Strong systems thinking, operational problem-solving, and strategic prioritization skills
Demonstrated ability to independently drive ambiguous workstreams from strategy through execution
Strong executive communication, stakeholder management, and organizational influence skills

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options
Employee assistance programs
Tuition assistance
Commuter support
Collaborative workspaces

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

product strategyroadmap executionbuild-versus-buy decisionsoperational transformationworkflow automationcustomer success toolingAI productssystems thinkingoperational problem-solvingstrategic prioritization

Soft Skills

executive communicationstakeholder managementorganizational influenceindependent workambiguous workstream management