Sr. Product Manager, Enterprise Applications (Support & Services Systems)

About the position

Cribl does differently. What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are. As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.

Responsibilities

• Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Customer Success, and Professional Services leaders.
• Drive initiatives to continuously improve both the direct customer support experience and the support experience for our managed service (MSP) and service delivery partners.
• Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline agent workflows, and proactively address customer and partner needs.
• Partner closely with our Support, Customer Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders.
• Possess a strong technical understanding of Salesforce Service Cloud and Experience Cloud capabilities, data models, and integration patterns.
• Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
• Build strong relationships and collaborate effectively with cross-functional teams including Engineering, Support, Customer Success, Professional Services, Sales, and IT to align product initiatives with broader company goals.
• Ensure all system enhancements and new features adhere to strict security and compliance standards, specifically understanding and addressing FedRAMP requirements within Salesforce and integrated tools.
• Work with external vendors for key technologies, ensuring optimal utilization and strategic alignment.

Requirements

• A minimum of 3 years of progressive product management experience, with a significant focus on customer support, customer success, or professional services systems in a SaaS environment.
• Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console.
• Experience with Salesforce Experience Cloud required.
• Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs) and other service delivery partners.
• Demonstrated interest in and understanding of emerging technologies in the customer service space, particularly AI-driven solutions.
• Strong understanding of customer support, customer success, and professional services business processes.
• Proven ability to work effectively with engineering teams, translating business requirements into technical specifications.
• Excellent analytical skills, with the ability to define metrics, analyze data, and make informed, data-driven product decisions.
• Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly to diverse audiences.
• A proactive and resourceful problem-solver who can navigate ambiguity and drive solutions from concept to launch.
• Experience with FedRAMP or other highly regulated compliance environments.
• Familiarity with Gainsight and/or Mavenlink functionalities.
• Proficiency with Microsoft Excel for analysis.
• Prior experience scaling support and services systems in a high-growth SaaS company.
• Basic understanding of integration frameworks, RESTful APIs.
• Experience with other tools in our tech stack, such as Celigo for integrations.

Nice-to-haves

• A strong passion for customer satisfaction and service excellence.
• Good jokes, or maybe better, bad jokes.
• A love for goats.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays
• Paid time off
• Fertility treatment benefit
• 401(k)
• Equity
• Eligibility for a discretionary company-wide bonus