Senior Product Manager, Customer Management Platform

About the Role

As Sr. Product Manager for Customer Management Platform, you’ll develop, own, and evolve a critical new element of Playlist’s platform for enabling wellness businesses to track their consumers through their journey from Prospect through becoming an active Member. Your work will directly improve the ability of tens of thousands of small businesses around the world to successfully acquire new customers and deliver them experiences that create more wellness in their lives.

This is a highly strategic platform role. You will be expected to engage with other product and engineering leaders on our CRM and Core Software teams to understand the journeys our lifecycle management platform needs to facilitate, synthesize those needs into a platform design, and work with your engineering squad to build a platform that will meet both the current and future needs of our business and our customers.

What You’ll Do

• Develop a Product Vision for the Contacts Platform
  • Work with the internal customers of the Contact Lifecycle model to create a full list of jobs to be done by the platform.
  • Work with your engineering team to design a model that elegantly meets those needs.
• Own Roadmap
  • Define and evangelize a multi-year roadmap for developing the new platform.
  • Prioritize capabilities by ROI, balancing platform-level foundations against bespoke customer requests.
• Lead Cross-Functional Execution
  • Manage ideation, evaluation, definition, prioritization, and delivery with your squad of engineers.
  • Drive efficient trade-offs through technical discussions; ensure solutions are scalable, observable, and maintainable.
• Coordinate Efforts Requiring Multi-Squad Collaboration
  • Map out migration paths to help internal customers understand how to transition onto the Contact Lifecycle platform.
  • Influence squad roadmaps and prioritization across the company to drive adoption of the Contact Lifecycle platform.

Skills & Experience

Required

• 4–6 years of end-to-end product management experience, from discovery to delivery and iteration
• Proven success building and scaling B2B or enterprise-grade platforms that serve complex customer needs
• Experience managing mature, mission-critical products within large or matrixed organizations
• Strong technical acumen with the ability to break down complex challenges and drive pragmatic solutions with engineering teams
• Platform mindset; comfort developing and owning solutions that allow other applications to deliver outstanding user experiences
• Exceptional communication and stakeholder management skills, with a track record of influencing across business, technical, and executive audiences
• Experience leading engineering squads and working within a technical organization, fostering alignment and accountability across time zones
• Strong analytical skills, comfortable using tools like Snowflake/EDW, Excel, and SQL to surface insights and drive data-informed decisions
• Ability to incorporate new perspectives while remaining a firm advocate for your product area.

What Sets You Apart

• Drive: You’re hungry to take ownership of your product domain and grow your impact.
• Platform-Oriented Mindset: You design for scale and reuse, not one-off features.
• Data-Driven Operator: You pull together multi-source data and turn insights into product optimizations.
• Cross-Functional Leader: You build trust across Account Management, Customer Support, Product, and the Executive Team.
• Clarity in Ambiguity: You thrive in ambiguous spaces—proactively finding structure, aligning stakeholders, and driving to outcomes.
• Bias for Action: You move quickly: iterating with visual artifacts, soliciting feedback, launching confidently, and measuring impact.

Pay transparency

It is Playlist's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Playlist's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $155k to $185k. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.