Principal Product Manager

Docusign • San Francisco, CA

6d • Hybrid

About The Position

As a Principal Applications Product Manager, you own the customer experience application capabilities that dictate the post-sales lifecycle, data foundations, and retention platforms. You operate as the primary product lead for high-impact initiatives, driving the Agentic AI Roadmap across Onboarding, Customer Health Monitoring, Digital Success (Tech Touch), Renewals, and Expansion business processes. You will influence Net Revenue Retention (NRR), churn mitigation, and operational efficiency across Customer Success Managers (CSMs), Support, and Account Management teams. This role requires fast context building, strong partnership with CS Operations and Engineering, and hands-on ownership from problem definition through delivery.
This position is an individual contributor role reporting to the Sr. Director, Customer Success Applications.

Requirements

• 15+ years in Product Management, with at least 5+ years managing internal tools, B2B SaaS platforms, or CRM/CS systems (Salesforce Service Cloud, Zendesk, Gainsight, etc.)
• Experience with API integrations, data warehousing (Snowflake/BigQuery), and identity management with the ability to architect data flows
• Experience implementing or experimenting with ML/AI features (e.g., chatbots, sentiment analysis, predictive modeling)

Nice To Haves

• Passion for sitting with support agents and CSMs to understand their daily frustrations and are passionate about making their work lives easier

Responsibilities

• Develop a multi-year technology roadmap for Customer Success (CS) and Support, encompassing CRM, Helpdesk, Customer Health, and Knowledge Base systems that aligns with company growth goals (e.g., retention, NRR, CSAT) and prioritize implementing high-impact use cases leveraging Generative AI (GenAI) and agent-based solutions
• Act as the strategic partner to Customer Success and Support organizations
• Translate their business goals (e.g., "reduce time-to-resolution by 20%") into technical product requirements and system capabilities
• Evaluate the market for 3rd party tools (e.g., Gainsight, Totango, Intercom) versus building proprietary features. Manage vendor relationships and integration strategies
• Map end-to-end customer journeys (from onboarding to renewal) to identify process bottlenecks
• Design system improvements that minimize "swivel-chair" operations for agents
• Lead the strategy for a "360-degree Customer View"
• Ensure data flows seamlessly between Sales (CRM), Product (Usage Data), and Support (Tickets) so CSMs have a single source of truth
• Define success metrics for the platform itself (e.g., Internal NPS, Agent Utilization Rate, Ticket Deflection Ratio) and drive adoption of new features among internal teams
• Manage the product lifecycle, including sprint planning, backlog grooming, and prioritizing work based on maximizing ROI and business impac which includes the ability to configure systems to align with evolving business requirements
• Oversee the rollout of new tools and processes
• Ensure that technology changes are accompanied by adequate training and enablement for the CS/Support teams
• Shield engineering from ad-hoc operational tweaks by rigorously prioritizing the backlog based on ROI (e.g., "Feature X saves 5 hours per project")

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed