Senior Product Manager – Customer Success AI & Automation

athenahealth•Remote - MA, MA

2d•$141,000 - $239,000•Hybrid

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. athenaIT Senior Product Manager – Customer Success AI & Automation Position Summary athenahealth is seeking a highly autonomous Senior Product Manager to own and drive product strategy, roadmap execution, and operational transformation across our Customer Success ecosystem. This role will lead AI-enabled customer journey, workflow automation, intelligent routing, and enterprise service experiences through strong systems thinking, platform strategy, operational rigor, and measurable business impact. The ideal candidate understands how to leverage enterprise platforms such as Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE while strategically evaluating build-versus-buy decisions across AI, automation, workflow orchestration, and customer operations tooling. Success in this role requires the ability to independently drive complex cross-functional initiatives from strategy through execution while balancing customer experience, scalability, operational efficiency, and long-term platform sustainability.

Requirements

5+ years of Product Management experience in enterprise SaaS, AI products, workflow automation, customer success tooling, operational platforms, or enterprise transformation initiatives
Experience owning product strategy and roadmap execution across complex cross-functional environments
Experience evaluating build-versus-buy decisions across enterprise platforms and AI-enabled ecosystems
Experience leveraging Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration systems, or AI-enabled customer success capabilities
Strong systems thinking, operational problem-solving, and strategic prioritization skills
Demonstrated ability to independently drive ambiguous workstreams from strategy through execution
Strong executive communication, stakeholder management, and organizational influence skills

Nice To Haves

Experience with conversational AI, workflow automation, intelligent routing, LLM-enabled products, or agentic systems
Experience scaling enterprise customer operations through automation and AI
Experience operating in large-scale enterprise platform ecosystems with multiple integrated tools and vendors

Responsibilities

Own and drive product strategy across Customer Success AI, workflow automation, support tooling, and operational transformation initiatives.
Develop unified product roadmaps aligned to customer experience goals, operational scalability, adoption metrics, and organizational strategy.
Translate ambiguous business opportunities into clear product direction, prioritization frameworks, and executable delivery plans.
Drive build-versus-buy decisions across enterprise platforms, AI-enabled workflows, customer support tooling, and operational systems.
Leverage enterprise platform capabilities including Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration tools, and AI-enabled customer success capabilities.
Partner with engineering, architecture, operations, vendors, and consultants to evaluate scalability, feasibility, operational burden, maintainability, and long-term strategic alignment.
Operate autonomously to identify priorities, drive discovery efforts, and progress workstreams without continual direction.
Lead executive-ready communication including roadmap updates, delivery risks, mitigation plans, stakeholder asks, and escalation management.
Drive holistic customer experience improvements across support, onboarding, care, and customer success interactions.
Evaluate AI-powered customer engagement capabilities including conversational AI, intelligent routing, workflow automation, and agentic systems.