Cribl · 1 day ago
Staff Product Manager, Support & Services Systems
United States
Full-time
Remote
Senior Level, Lead/Staff
$122K/yr - $150K/yr
5+ years expCribl is a rapidly growing company that values collaboration and a customer-first approach. They are seeking a Staff Product Manager to own the Support & Services systems, focusing on optimizing customer support and integrating AI technologies to enhance efficiency and satisfaction.
Big DataInformation TechnologyReal TimeSoftware
Responsibilities
Support & Services Systems Strategy & Roadmap: Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Success, and Professional Services leaders
FedRAMP & Compliance: 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
AI & Automation Innovation: Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline internal workflows, and proactively address customer and partner needs
Customer & Partner Experience Optimization: Drive initiatives to continually improve both direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints
Stakeholder Partnerships: Build strong relationships and collaborate effectively with cross-functional teams including IT, Support, Customer Success, Professional Services, Sales, and Security to align product initiatives with broader company goals
Operational Efficiency: Partner closely with our Support, 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
Data-Driven Decisions: 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
We are a remote-first company and work happens across many time-zones – you may be required to occasionally perform duties outside your standard working hours
Qualification
Required
5+ Years of Support Systems Product Management Experience: A minimum of 5 years of progressive product management experience in B2B SaaS, with a significant focus on customer support, customer success, or professional services systems in a SaaS environment
Salesforce Expertise: Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console. Salesforce Experience Cloud domain expertise is also required
Partners Support: Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs) and other service delivery partners. You understand the unique needs and workflows of partners interacting with support
Emerging Technology Enthusiast: Demonstrated interest in and understanding of emerging technologies in the customer service space, specifically AI-driven solutions
Business Process Mastery: Strong understanding of SaaS customer support, customer success, and professional services business processes, and the ability to identify pain points and develop technological solutions for both direct customers and partners
FedRAMP Compliance: Experience delivering in regulated environments; you understand FedRAMP constraints and how to build compliant workflows across Salesforce and integrated tooling
Technical Collaboration: Proven ability to work effectively with engineering teams, translating business requirements into technical specifications and participating in design discussions
Analytical Mindset: Excellent analytical skills, with the ability to define metrics, analyze data, and make informed, data-driven product decisions
Communication & Influence: Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly to diverse audiences and influence stakeholders at all levels
Problem-Solver: A proactive and resourceful problem-solver who can navigate ambiguity and drive solutions from concept to launch
Benefits
Health
Dental
Vision
Short-term disability
Life insurance
Paid holidays
Paid time off
A fertility treatment benefit
401(k)
Equity
Eligibility for a discretionary company-wide bonus
Company
Cribl
Cribl is a software company that designs a unified data management platform for exploring, collecting, processing, and accessing data.
501-1000 employees
H1B Sponsorship
Cribl has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (4)
2023 (6)
2022 (12)
Funding
Current Stage
Late StageTotal Funding
$721.21MKey Investors
Google VenturesTiger Global ManagementSequoia Capital
2025-06-19Secondary Market
2024-08-27Series E· $200M
2024-08-27Secondary Market· $119M
Leadership Team
Dritan Bitincka
Co-Founder & Products
Ledion Bitincka
Co-Founder & Chief Technical Officer
Recent News
2025-12-04
Greylock
2025-12-02
Company data provided by crunchbase