Product Manager Mailchimp Customer Success

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