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 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans. About athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can do for you: 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. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. Learn more about our culture and benefits here: athenahealth.com/careers United by our mission and driven by our entrepreneurial spirit, our work at athenahealth is collaborative, transformative, and above all, it’s meaningful. Our employees take pride in using technology and data-driven insights to inspire changes that will make the U.S. healthcare system better for everyone, including your friends, family and maybe even you. Notice to Job Seekers/Job Candidates: Recruitment Fraud Alert Please be aware of questionable job offers that are not affiliated with athenahealth. athenahealth has been made aware of unauthorized career opportunities offered by individuals posing as representatives of larger U.S. companies, including athenahealth. The fictitious jobs are advertised on employment-search websites, such as Indeed.com and Craigslist.com, and prospective employees are required to share their personal and financial information (e.g. credit card, bank information), provide copies of their government-issued identification, and/or send money for application fees, processing charges or work permits. The victims who are told they are "hired" are often instructed to deposit a check (which is later returned as fraudulent) into their own account and to forward overpayment to individuals - usually via wire transfer. Important information for job seekers: athenahealth has a formal application process and we do not request you to interview on a Google Hangout or via text messaging. athenahealth will never request money for the opportunity to apply or work for athenahealth. athenathealth does not require completion of tax forms, bank account or credit card information as part of the recruiting process. If you feel that you have been a victim of such a scam, please send an email to: View email address on click.appcast.io