Product Owner - Customer Success & Technical Onboarding

Requirements

• Familiarity with Customer Success operations, including product adoption, risk management, and renewal/retention tracking
• Experience with digital product licensing a

Benefits

Additional Information

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com. Job Description Summary: Amplify seeks a Technical Product Owner to support our Customer Experience organization, with a focus on customer onboarding to our digital platform and Customer Success operations. This role is responsible for optimizing and maturing our use of Salesforce and Gainsight to improve business operations, increase efficiency, reduce costs, and enhance organizational capabilities. This role partners with Business Systems Product Owners and works closely with engineering, QA, and operations teams to represent the voice of the user. The Technical Product Owner is responsible for defining, documenting, and clearly articulating requirements to delivery teams. Essential Responsibilities : Lead the product roadmap for Gainsight, advancing the platform toward a predictive maturity model that includes automated journeys, churn risk forecasting, expansion opportunity identification, and user-focused workflows Drive enterprise technology initiatives focused on automated customer provisioning, including SaaS auto-licensing, account hierarchy mapping, and digital onboarding Optimize customer onboarding workflows within Salesforce, including case management, license entitlement mapping, and automated milestone tracking to scale implementation capacity Partner with Customer Success to design and configure system workflows, including Risk CTAs, success plans, CSQLs, health scorecards, mitigation playbooks, and timeline documentation Monitor, identify, and resolve production issues across Salesforce, Gainsight, and integrated applications Align the technology stack with company strategy and long-term business goals Collaborate with Business Systems Product Owners and system owners across the enterprise to identify and implement process improvements, data structure changes, and platform updates Partner cross-functionally with Sales, Marketing, Supply Chain, Customer Experience, and leadership to define and prioritize product vision, strategy, and roadmap Use data-driven insights to navigate competing stakeholder priorities, build consensus, and align teams around shared goals Lead product delivery within an Agile/Scrum framework by managing and prioritizing the backlog, balancing high-impact initiatives with incremental enhancements Write clear and actionable user stories and requirements to support development and delivery Collaborate with development and system administration teams to deliver high-quality solutions on time, with appropriate documentation and controls Support both Agile and waterfall delivery models, ensuring alignment to product and business needs Partner with business analysts to translate requirements into epics and user stories aligned with delivery timelines and team agreements Develop and maintain product documentation, training materials, and change management plans Plan, facilitate, and monitor User Acceptance Testing (UAT) for implementations, enhancements, and system upgrades Establish and report on system performance metrics, including usage, engagement, and effectiveness Analyze product performance and user feedback to inform continuous improvement and future roadmap decisions Act as the primary liaison with Customer Success platform vendors, providing strategic input and advocating for enhancements aligned with business needs Pilot and integrate AI productivity tools to improve requirement quality, identify gaps, and map cross-system dependencies prior to development Required Qualifications: Experience with Salesforce Experience with Customer Success platforms (preferably Gainsight) Bachelor's degree in Information Systems, IT, Computer Science, Business, or a related field 5+ years of experience as a Business Analyst or Product Owner Proven experience working in Agile development environments Ability to operate effectively across business units in a fast-paced, dynamic environment Strong written and verbal communication skills across diverse stakeholders (technical and non-technical) Demonstrated ability to manage multiple projects independently with strong analytical and problem-solving skills

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