Senior Product Manager, IT GTM | MongoDB | Hybrid in the US

Hybrid · Austin, Texas Senior Full-time USD 126k–248k / yr Posted 1 hour ago International

About the role

The IT Go-to-Market (GTM) organization builds and operates the technology platforms behind the end-to-end customer lifecycle, spanning Sales, Revenue Operations, Customer Support, Customer Success, and Professional Services. As a Senior Product Manager, you will own the product strategy and roadmap for post-sales platforms, including CRM, Service Cloud, support operations, customer portals, AI-enabled support capabilities, and enterprise integrations. You will partner with business and engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer and agent experiences, drive efficiency, and support growth.

Key Responsibilities

Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities
Partner with business and engineering leaders to align product investments with enterprise architecture, security, governance, and platform standards
Write clear product requirements (PRDs), prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decisions
Balance short-term business priorities with long-term platform strategy
Bring customer feedback, operational insights, and market trends into product evolution
Partner with the Customer Org to identify opportunities, and represent the voice of the user
Communicate priorities, trade-offs, timelines, and progress to stakeholders and leadership
Own the product backlog and roadmap, prioritizing by business impact and technical feasibility
Work with engineering teams in an Agile environment to plan and deliver releases, balancing new features with platform improvements and technical debt
Manage cross-team dependencies and align stakeholders to keep delivery on track
Work with enablement and change management teams to drive adoption of new GTM capabilities
Monitor KPIs and support incident and problem management when issues arise

Requirements

6+ years of Product Management experience in enterprise SaaS or cloud platforms
Strong domain expertise in Customer Support tooling and post-sales solutions
Experience modernizing Technical Support platforms, including workforce planning, workflow automation, customer and partner collaboration, and knowledge-sharing solutions
Deep knowledge of Salesforce Sales Cloud and Service Cloud and customer lifecycle processes, including integration patterns with external support portals and analytics platforms
Understanding of the end-to-end support journey, including case management, omni-channel routing, prioritization, and AI-driven proactive engagement
Experience building custom workflow applications, automation platforms, or AI-powered tools
Familiarity with AI-enabled post-sales and customer support automation
Experience with telemetry, analytics, customer health data, and product metrics to guide decisions
Track record of building and scaling technology for Customer Support, Customer Success, and Professional Services, and of leading large-scale digital transformations
Ability to partner effectively with engineering, operations, and business stakeholders
Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience)