Sr. Director, IT Product Management – Post Sales and Partner Technology

Role Overview

Own the end-to-end technology strategy and roadmap for the Partner, Customer success, Professional Services and Customer Support organizations, translating business objectives into scalable, AI-native platforms. Lead a small team of Product Managers while staying hands-on across solutioning, architecture, and delivery.

We are looking to speak to candidates who are based in Palo Alto for our hybrid working model.

Key Responsibilities

Partner Technology

• Own the Partner Center technology roadmap spanning cloud provider integrations, partner attribution & telemetry, and incentive/MDF management

• Drive build-vs-buy decisions for the Partner platform in direct partnership with Partner leadership

• Deliver solutions that support the full partner lifecycle: onboarding, co-sell, information sharing, support, progress tracking, and program management across Resellers, Technology Partners, ISVs, and Cloud Marketplaces

• Align partner technology with Sales, Partner Ops, and Partner Specialist workflows

Customer Success Technology

• Own the Customer Success technology stack supporting CSMs across the full customer lifecycle: onboarding, adoption, expansion, and renewal

• Partner with Customer Success leadership to translate business objectives into scalable tooling and automation

• Enable CSM productivity through health score visibility, account intelligence, and proactive risk alerting

• Ensure tight integration between Customer Success platforms and Sales, Support, Billing, and Product systems

• Drive adoption of AI-assisted workflows for CSMs including next-best-action recommendations, sentiment signals, and churn risk indicators

Customer Support Technology

• Own the Customer Support technology stack to enable customer support team with right tooling, including AI/agentic infrastructure, ETL/data pipelines,

Department: GTM Tech