Product Manager — Customer Feedback & Discovery

About the Role

We are looking for a Product Manager to own customer feedback systems and discovery research for the Self-Service team. You will build structured processes for feedback collection while conducting regular partner research to uncover needs and validate priorities.

This role reports to the Director of Self-Service and works closely with Integration Managers, Customer Success, Support, and Product teams.

Responsibilities

Feedback Systems

• Design and operate structured feedback intake
• Route actionable items to relevant team members
• Produce monthly closed-loop reports

Customer Discovery

• Conduct regular partner interviews
• Apply jobs-to-be-done methodology to understand underlying needs
• Map pain points across the partner journey
• Validate feature requests and prioritization hypotheses
• Document success stories and use cases

Insights & Reporting

• Maintain partner journey friction map
• Synthesize feedback themes into prioritization input
• Track feedback-to-resolution metrics
• Present insights to team and stakeholders

Requirements

• 3+ years of product management experience with a customer research component
• Demonstrated experience conducting user interviews and synthesizing insights
• Strong analytical skills for pattern identification
• Experience designing or operating feedback programs
• Excellent written communication for reports and documentation
• Ability to drive action based on evidence
• Fluent English

Nice to Have

• Experience in B2B SaaS customer research