Senior Product Manager, IT GTM | MongoDB | Hybrid in the US

The IT Go-to-Market (GTM) organization builds and operates the technology platforms behind the end-to-end customer lifecycle, spanning Sales, Revenue Operations, Customer Support, Customer Success, and Professional Services. As a Senior Product Manager, you will own the product strategy and roadmap for post-sales platforms, including CRM, Service Cloud, support operations, customer portals, AI-enabled support capabilities, and enterprise integrations. You will partner with business and engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer and agent experiences, drive efficiency, and support growth. Key Responsibilities Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities Partner with business and engineering leaders to align product investments with enterprise architecture, security, governance, and platform standards Write clear product requirements (PRDs), prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decisions Balance short-term business priorities with long-term platform strategy Bring customer feedback, operational insights, and market trends into product evolution Partner with the Customer Org to identify opportunities, and represent the voice of the user Communicate priorities, trade-offs, timelines, and progress to stakeholders and leadership Own the product backlog and roadmap, prioritizing by business impact and technical feasibility Work with engineering teams in an Agile environment to plan and deliver releases, balancing new features with platform improvements and technical debt Manage cross-team dependencies and align stakeholders to keep delivery on track Work with enablement and change management teams to drive adoption of new GTM capabilities Monitor KPIs and support incident and problem management when issues arise Requirements 6+ years of Product Management experience in enterprise SaaS or cloud platforms Strong domain expertise in Customer Support tooling and post-sales solutions Experience modernizing Technical Support platforms, including workforce planning, workflow automation, customer and partner collaboration, and knowledge-sharing solutions Deep knowledge of Salesforce Sales Cloud and Service Cloud and customer lifecycle processes, including integration patterns with external support portals and analytics platforms Understanding of the end-to-end support journey, including case management, omni-channel routing, prioritization, and AI-driven proactive engagement Experience building custom workflow applications, automation platforms, or AI-powered tools Familiarity with AI-enabled post-sales and customer support automation Experience with telemetry, analytics, customer health data, and product metrics to guide decisions Track record of building and scaling technology for Customer Support, Customer Success, and Professional Services, and of leading large-scale digital transformations Ability to partner effectively with engineering, operations, and business stakeholders Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience) Skills Technical Skills Product strategy, roadmapping, and PRDs Salesforce Sales Cloud and Service Cloud Customer support and post-sales platforms Workflow automation and AI-enabled tools Enterprise integrations Product analytics and KPI tracking Agile delivery Soft Skills Stakeholder engagement and communication Cross-functional collaboration Data-driven decision making Customer-focused, product-led mindset Benefits Benefits for eligible U.S.-based employees may include: Equity and an employee stock purchase program Flexible paid time off 20 weeks of fully paid, gender-neutral parental leave Fertility and adoption assistance 401(k) plan Mental health counseling Transgender-inclusive health insurance coverage and other health benefits #J-18808-Ljbffr The Briefed