Product Owner – CSM Applications

Contentsquare is hiring a full-time Product Owner – CSM Applications based in the United States to help our Customer Success organization operate smarter and scale faster. If you thrive at the intersection of product strategy, business analysis, and hands-on systems delivery, this role puts you at the heart of how we equip CSM teams to deliver value.

About the Role

As Product Owner for CSM Applications, you'll act as the primary business owner of the tools that power our Customer Success teams across the entire customer lifecycle. Sitting within Post-Sales Applications, you'll set the vision, shape the roadmap, gather requirements, and align cross-functional partners to turn business goals into shipped outcomes. While CSM Applications Admins manage most system configuration, you'll roll up your sleeves and lend hands-on support whenever it keeps delivery on track.

Key Responsibilities

• Own the vision, roadmap, and backlog for CSM Applications, keeping them aligned with Customer Success priorities.
• Translate business needs into crisp requirements, user stories, and acceptance criteria.
• Plan sprints and prioritize work alongside CSM Applications Admins, safeguarding quality and on-time delivery.
• Design and refine Customer Success processes and workflows.
• Partner with Operations, CS leadership, cross-functional teams, and end users to drive adoption, communicate releases, and enable users.
• Build release plans and clearly convey timelines, impacts, and expected outcomes to stakeholders.
• Define and monitor success metrics to measure impact and steer future roadmap decisions.
• Handle day-to-day user support, including troubleshooting, ad-hoc customizations, workflow tweaks, and user administration, security, and permissions.
• Track system performance, usage, data integrity, and activity to guide ongoing platform improvements, and stay current on new features and industry best practices.

Qualifications

• 3–5 years of experience with solid grounding in the SaaS business model and core customer success metrics.
• Bachelor's degree, or equivalent experience in a relevant field such as Customer Success Operations, Enterprise Applications, Product Ownership, or Business Analysis.
• Hands-on experience administering Gainsight or a comparable Customer Success Platform.
• Proven ability to turn business processes into system requirements and solution designs.
• Familiarity with Agile practices, including sprint planning, user story creation, and backlog management.
• Experience in Customer Success and partnering with cross-functional teams like Sales Operations, Marketing, Customer Experience, and Analytics.
• A self-starter with an ownership mindset, strong follow-through, strategic thinking, sharp prioritization, and excellent written and verbal communication.

Bonus points for Gainsight end-user or Administrator certification, CRM administration experience (e.g., Salesforce), customer-facing CSM experience, exposure to senior leadership, broader Customer Success/Sales/Support operations, and a background in data analysis, reporting, and data modeling.

About Contentsquare

Contentsquare is the all-in-one experience intelligence platform that helps any team understand the full digital journey of their customers. As a global leader in experience analytics with a presence across 15 offices worldwide, we invest in our people through career development, mentorship, social events, philanthropy, hybrid and remote flexibility, generous paid time off, a lifestyle allowance, and a local Culture Crew in every country.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.