About Fynbosys
Sourced by ZipRecruiter
Industry
Software development
Company size
11 - 50 Employees
Headquarters location
Sacramento, CA, US
Year founded
2011
Job description
We are seeking a Product Manager to own and improve how Mailchimp Customer Success teams operate across Salesforce and related tools. This role is focused on enabling a seamless end-to-end customer experience by driving product initiatives, workflow optimization, and operational excellence across Customer Success and Customer Care organizations.
The ideal candidate is a true Product Manager with strong backlog ownership, cross-functional leadership, and hands-on experience working with Salesforce-driven customer workflows.
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
fynbosys.com
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Customer Success Manager?
A: To succeed as a Customer Success Manager, key technical skills include proficiency in customer relationship management (CRM) software, data analysis tools, and product knowledge. Soft skills such as excellent communication, active listening, and problem-solving abilities are also crucial, as they enable effective issue resolution, proactive issue prevention, and strong relationships with customers. By combining these technical and soft skills, a Customer Success Manager can drive customer satisfaction, retention, and growth, ultimately supporting their career advancement and effectiveness in the role.
Q: What is the career path for a Customer Success Manager?
A: A Customer Success Manager's typical career progression involves starting as a Customer Success Representative or Account Manager, then advancing to Senior Customer Success Manager or Team Lead, and eventually becoming a Director of Customer Success or VP of Customer Experience. Key opportunities for skill development include learning about customer relationship management, data analysis, and strategic planning, as well as developing strong communication, problem-solving, and leadership skills. Long-term career prospects for Customer Success Managers may include transitioning into executive roles such as Chief Customer Officer or CEO, or pursuing specialized roles like Product Management or Business Development.
