Staff Product Manager, Cribl
Support & Services Systems
$122-150k
+ Equity, and eligibility for a discretionary company-wide bonus
Data engine for IT and security
Open for applications
Data engine for IT and security
1001+ employees
Open for applications
$122-150k
+ Equity, and eligibility for a discretionary company-wide bonus
1001+ employees
Company mission
To empower enterprises to unlock the value of all their data.
Role
Who you are
- 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
What the job involves
- We are seeking a talented and experienced Staff Product Manager to own our Support & Services systems
- In this pivotal role, you will define, prioritize, and deliver the product roadmap for our Salesforce Service Cloud, Salesforce Experience Cloud, and a suite of innovative support and services technologies
- You will be instrumental in optimizing our customer support, success, and professional services operations, with a particular focus on how AI can enhance efficiency and satisfaction for both our direct customers and our partners
- This role reports to the Director of Enterprise Applications and offers a unique opportunity to directly impact our customer relationships and contribute to our company’s growth
- As the Staff Product Manager, Support & Services Systems, you will be the product visionary for our customer-facing and internal support tools
- 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
Our take
In a bid to simplify big data analytics, Cribl offers a data observability pipeline which allows users to reduce low value data, improve routing and gain more data context on one interface.
As companies now collect more and more data from frequently scattered sources, its useability and reliability comes into question. By offering an observability service, Cribl allows users to maintain the health of their data systems by monitoring, tracking and troubleshooting issues.
Cribl's main challenge will be competing with the likes of Observe and Edge Delta. However, Cribl has raised impressive funds that should accelerate its transition from a limited tool vendor to a fully-fledged observability suite. The company also boasts surpassing $100 million in annual recurring revenue, having grown this from $1 million in less than four years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2024
$200m
SERIES E
May 2022
$150m
SERIES D
Total funding: $592.5m
Company benefits
- Medical, dental, and vision insurance: Our comprehensive benefit plans have you and your family covered when it comes to the important stuff. Beyond the basics, we also have supplemental plans like accident insurance, One Medical, and FSA/HSA accounts.
- Disability and income protection: When you need it most, Cribl's disability and income protection benefits have your back, with up to 4 weeks of paid medical leave. We also cover basic life insurance with options to increase your coverage.
- Mental health Care: Mental health is physical health! We offer free coaching, therapy sessions and more through Modern Health to support you in navigating all aspects of life.
- Retirement plan: Saving for the future doesn't happen all at once. We offer retirement accounts to help you make progress towards your financial goals.
- Family planning: Regardless of what your family unit looks like at home, Cribl supports your journey by offering family-forming benefits from adoption, to fertility, and through postpartum. We also offer a paid gender-neutral parental leave benefit to support you and your family.
- Time off: We offer generous, flexible time off for all employees and empower you to balance your work and life in the ways that suit you best. Twice a year we all log off together for a "Recharge Day", and in December we enjoy a company-wide winter break.
- Remote office perks: All new employees receive a one-time $1,000 stipend towards their home-office set up. We also offer a monthly reimbursement for phone, internet, coworking pass, or a weekly meal.
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Clint Sharp
(Co-Founder & CEO)They were Chief Software Architect at Prophetline from 1999 to 2002, and the founder of Aggregate Technology Solutions. They were also Senior Director of Product Management at Splunk.
Dritan Bitincka
(Co-Founder & Products)They worked as Computer Sciences Laboratory Director at Farleigh Dickinson University. Joined Splunk as Principal Architect in 2011.
Ledion Bitincka
(Co-Founder & CTO)They acted as a Scientific Consultant at Harvard University before joining Looksmart as a Software Engineer in 2006. They founded Triangulus Communications and were Splunk's Advanced Development Architect.
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