TrueDialog: Business Texting Platform

Product Manager

• Collaborates with the leadership team to capture product vision and strategy and produce company-wide associated work products
• Work with the CTO and Product Owners to manage the product roadmap, aligned with company goals and market trends.
• Identify opportunities for innovation in messaging workflows, integrations, and compliance-driven features.
• Partner with the CTO to align product initiatives with technical architecture and scalability plans.
• Work with leadership to ensure all new feature requests are based on quantified business cases such as revenue improvement, retention improvement, or competitive parity.
• Work closely with the tech team to deliver high-quality product releases.
• Establish KPIs and success metrics to measure product adoption, customer satisfaction, and revenue impact, in coordination with customer success, marketing and finance.
• Drive prioritization and resource allocation across competing initiatives.
• Engage with customers, partners, and industry stakeholders to gather insights and translate them into product requirements.
• Monitor competitive landscape and regulatory changes (e.g., carrier rules, TCPA, potentially GDPR with future expansion) to ensure compliance and differentiation.
• Work closely with product managers/owners and foster a culture of accountability, innovation, and operational excellence.
• Serve as a product voice in executive discussions, providing clear updates and strategic recommendations.
• Collaborate closely with engineering leadership to balance speed, scalability, and compliance.
• Collaborate with a team of product owners, ensuring alignment across product lines and team efficiency
• Actively learn and understand each product owner’s area of expertise to foster collaboration and cross-domain innovation.
• Build a unified product culture that values knowledge-sharing and collective accountability.
• Work with the Marketing team to translate technical features into clear, non-technical product descriptions and highlight business value, for campaigns, collateral, and customer communications.
• Ensure product positioning resonates with diverse audiences, from technical buyers to business decision-makers.
• Develop and maintain comprehensive product documentation, including feature specifications, release notes, and compliance updates.
• Identify areas requiring updates and ensure documentation remains accurate, accessible, and aligned with regulatory standards.

Senior Product Manager – Messaging and Communications Platform

Customer Success Manager

• Own the Customer Relationship - Serve as the primary point of contact for customers throughout the post-sales lifecycle, ensuring satisfaction, adoption, and long-term success in a data-driven fashion.
• Engage & Educate - Advise on their SMS strategy, best practices and feature functionality. Conduct onboarding sessions, training, and regular business reviews to help customers maximize the value of the TrueDialog platform.
• Handle Escalations - Act as a trusted advisor during critical issues, coordinating resolution and communicating effectively with stakeholders.
• Monitor Health & Mitigate Risk - Analyze and track usage, customer health metrics, identify risks early, and develop action plans to prevent churn.
• Drive Expansion & Growth - With a commercial mindset, proactively identify and execute upsell and cross-sell opportunities to expand customer relationships and increase revenue. Expansion is a core priority for this role.
• Collaborate Across Teams - Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer experience and advocate for customer needs internally.
• Share Insights - Provide feedback from customers to influence product roadmap and service improvements.