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 Inc

Open Positions (4)

Customer Service

Product Manager Customer Success

Design

Technical Writer

Other

Desktop Support

Sales

Salesforce CPQ

Meet the Hiring Team