Senior Product Manager - Customer Success AI & Automation

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. Essential Job 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. Additional Responsibilities Strategic thinker with strong operational execution discipline. Creates structure in ambiguous environments and operates independently. Strong systems thinker who understands platform‑native vs custom solution tradeoffs. Balances customer experience, business outcomes, and technical feasibility. Results‑oriented with strong ownership, prioritization, and accountability. Executive‑ready communicator capable of influencing cross‑functional stakeholders.Comfortable scaling AI-enabled operational workflows and enterprise customer experiences. Expected Education & Experience 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. Preferred Qualifications 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. Expected Compensation $141,000 – $239,000 Benefits Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. We also encourage a better work‑life balance for athenistas with our flexibility. While we know in‑office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full‑time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. Learn more about our culture and benefits here: athenahealth.com/careers Equal opportunity position: #J-18808-Ljbffr athenahealth