Senior Product Manager

About the role

Customer.io is seeking a highly experienced Senior Product Manager to join their team and help shape the future of their platform. In this role, you will be responsible for translating customer insights into meaningful product features that deliver real value. You will work closely with design, engineering, and other cross-functional teams to develop innovative solutions that meet customer needs and drive business growth. The ideal candidate will have a strong background in product management within B2B SaaS environments, especially those utilizing behavioral data for communication. Your work will directly influence the product roadmap, ensuring that features are aligned with market demands and customer expectations. This position offers an exciting opportunity to lead impactful projects and contribute to a company that helps over 9,000 companies send billions of automated messages daily.

Key facts

What you'll do

• Discover and validate customer needs through comprehensive research, data analysis, and leveraging AI tools to gain deeper insights into user behavior and preferences.
• Develop, prototype, and test new product ideas rapidly to gather feedback and iterate quickly, ensuring that features meet customer expectations before full-scale development.
• Lead cross-functional teams, including engineering, design, and marketing, to align on product objectives, priorities, and timelines. Facilitate clear communication and collaboration to ensure everyone is working toward common goals.
• Create detailed feature strategies and influence the overall product direction by analyzing customer value, market trends, and competitive landscape. Use these insights to prioritize initiatives that deliver maximum impact.
• Break down large, complex projects into manageable, iterative releases, enabling continuous delivery and improvement. Manage the product backlog and coordinate sprints to ensure steady progress.
• Define key success metrics for each feature or product release, monitor performance post-launch, and use data to inform ongoing enhancements. Regularly assess whether the product is meeting its goals and adjust strategies accordingly.
• Potentially assume technical leadership responsibilities for specific initiatives, including data analysis, coordinating with engineering teams, and ensuring technical feasibility and performance standards are met.
• Analyze post-launch performance metrics and collaborate with go-to-market teams, including sales and customer success, to ensure successful adoption and customer satisfaction.
• Act as a point person for engineering projects, providing clear objectives, trade-off discussions, and technical guidance to ensure timely and effective delivery.
• Stay informed about emerging trends in AI, data analysis, and messaging channels, incorporating relevant innovations into product planning and development.
• Communicate effectively with stakeholders at all levels, providing updates on product progress, challenges, and opportunities to ensure alignment across the organization.

Requirements

• A minimum of 7 years of experience in product management, with a proven track record in B2B SaaS or platforms that utilize behavioral data for communication purposes.
• Strong proficiency in data analysis, including the ability to interpret metrics and use insights to shape product strategy and measure success.
• Demonstrated ability to independently manage the end-to-end development of features, from ideation through delivery, working effectively with focused, cross-functional teams.
• Excellent product sense, with a willingness to experiment, learn from data, and iterate quickly based on feedback.
• Exceptional written communication skills, especially suited for remote and asynchronous collaboration environments. Ability to clearly articulate complex ideas and technical concepts to diverse audiences.
• Experience working with AI-powered tools in a product development context, understanding how these can be leveraged to enhance user experience and product capabilities.
• Technical foundation, including the ability to create basic web applications, write scripts, and discuss data models, APIs, and system performance with engineering teams.
• Proven experience acting as a primary contact for engineering projects, setting clear objectives, managing trade-offs, and ensuring project milestones are met.
• Strong organizational skills, with the ability to prioritize competing demands and manage multiple projects simultaneously.
• A customer-centric mindset, always seeking to understand and address user needs effectively.

Nice to have

• Experience with SMS, RCS, or other messaging channels, which could enhance the development of communication features within the platform.
• Familiarity with the latest trends in messaging, automation, and customer engagement tools.
• Knowledge of additional programming languages or technical frameworks that support product development and data analysis.

Skills & tools

• AI-powered discovery tools for customer insights and product ideation.
• Metrics dashboards for tracking key performance indicators and product health.
• Basic web application development skills, including creating and testing prototypes.
• Scripting abilities to automate tasks and manipulate data.
• Familiarity with APIs for integrating various systems and services.
• Understanding of data models to support analytics and feature development.

Practical notes

• Compensation for this role ranges from $166,000 to $224,000 USD depending on geographic zone, with Zone 1 offering $199k-$224k USD, Zone 2 offering $182k-$205k USD, and Zone 3 offering $166k-$187k USD.
• Customer.io provides comprehensive benefits, including 100% coverage for medical, dental, vision, mental health, and supplemental insurance for employees and their families.
• The company offers 16 weeks paid parental leave, unlimited paid time off, remote work stipends, wellness stipends, and a professional development budget to support employee growth and well-being.
• The interview process is conducted via Zoom, with multiple stages designed to assess technical skills, product thinking, and cultural fit.
• Offers are extended in writing on official Customer.io letterhead, ensuring clarity and transparency.
• Background checks and employment verifications are part of the pre-employment process to ensure a smooth onboarding experience.
• Customer.io is committed to fostering a diverse, equitable, and inclusive workplace, welcoming applicants from all backgrounds to contribute to their mission of helping companies communicate more effectively.