Senior Product Manager, Customer Experience

Key Skills

A/B Testing, Effective communication skills, KPI, Presentation skills, Product Management, Project management

Job Description

We are looking for a Senior Product Manager who will partner with the Revenue Organization to drive customer growth, renewals, and upsells through effective product-led demo, trial, and implementation experiences. You will partner closely with the Solutions Architecture team to deeply understand customer requests and will collaborate with your peers across the Product organization to define product ownership and solutions. You will join a blossoming cross-functional team, focused on and measured by outcomes, and empowered to drive KPIs and business results.

What You’ll Do

• Contribute to our vision to eliminate every barrier to mental healthcare by demonstrating value of Spring Health early and often in Sales/Customer Success engagements, and defining creative and scalable solutions to customer problems across our book of business
• Cultivate a deep understanding of our customers throughout their Sales and product trial journey, and advocate for solutions that delight customers while also improving efficiencies for Sales, Customer Success, and Implementation teams.
• Be the expert in understanding customer (businesses), member, and caregiver current and future needs, as they relate to the behavioral health ecosystem, and build the strategies and roadmaps that delight customers and meet our company’s objectives
• Develop deep relationships and partner closely with cross-functional teams (i.e., strategy, sales, customer success, and marketing) and customers to gain an understanding of the key problems to focus on and how we plan to solve them
• Present data-driven insights about the competitive environment and our users and propose solutions that have a meaningful impact on core metrics for the business
• Work with the leadership team and the wider product organization to define, prioritize, and own a roadmap, based on user and business impact
• Scope, plan (i.e., product requirement documents, sprint plans, epics, and user stories), and execute with your pod (design, engineering, data science, and marketing) to launch valuable and high quality experiences across our platform
• Determine and optimize the key performance indicators for your team
• Drive and improve the product development process with your team, ensuring that features shipped are high-quality and on-time
• Lead agile software development ceremonies including daily standups, grooming, planning, and retrospectives

What We Are Looking For

• You’ve worked for 5+ years in a product management capacity at a technology-driven organization with data scientists, engineers, and product designers
• You understand and learn technologies and have led growth for B2B SaaS products targeting enterprises
• You have successfully shipped B2B2C products that have driven high win rates, user satisfaction, and engagement
• You have experience meeting directly with customers to deep-dive on requirements, present roadmaps, and demo product functionality
• You can articulate high-level insights from raw data and present these data stories to customers and internal stakeholders, speaking directly to their interests and needs
• You have experience planning for and running sprint plannings and scrum ceremonies, ensuring the team is energized and inspired to work on the highest value product areas during each development cycle
• You have experience building products for the enterprise, developing compelling roadmaps that inspire customers, and delivering value and ROI to the end users and their business
• You are empathetic - listening, understanding, and anticipating the needs of customers and users
• You’re an analytical, metrics-driven thinker who is deeply empathetic and leads with a user-centered approach
• You have experience with hypothesis-driven product development and A/B testing
• You have an outstanding track record of owning a set of product features, defining a 6-12 month strategy and roadmap for a product area, and consistently delivering on KPIs
• You have worked in an ever-changing environment and are able to drive detailed trade-offs during the entire product life cycle
• You are comfortable navigating ambiguous problem areas
• You are not afraid of getting your hands dirty and are equally comfortable balancing tactical and strategic execution
• You have the mental resilience to know that we're just at the start of a long journey in which change is constant
• You have exceptional written and verbal communication skills, and have a proven track record of building strong relationships with stakeholders
• You possess strong organizational and project management skills, and are careful and accurate with details
• You possess excellent product judgment; ability to prioritize competing opportunities, balance stakeholders need

Bonus Qualifications

• Experience working in healthcare or health tech
• Experience working on product-led sales or product-leg growth and/or tools for internal teams
• Quantitative background (e.g., mathematics, statistics, computer science, engineering)
• Master’s degree or MBA

The target salary range for this position is $159,100 - $194,150, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.