3 weeks ago
Job type: Full-time
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Hi, I’m Brian, Director of Product at Customer.io,
I’m looking for a Product Manager to join our team who gets excited about how product experiences continue beyond a company's web or mobile app. Every message, delivery, notification, and ad is part of a customer's product experience. I need you to come help us build the platform that enables those connected experiences.
Our product development is done by squads: small groups of engineers, designers, and a product manager like you, focused on solving a customer problem. You’ll lead one of these squads and own major parts of our roadmap. From conception to far past delivery you'll stay close with our customers to understand the impact of your work.
We will be accepting applications until June 2nd. There is no advantage to applying early, so take the time to put your best foot forward. Including a product portfolio is encouraged.
At Customer.io we believe that businesses who create strong relationships with their customers will outperform the ones that don’t.
We’re working to make Customer.io the default choice for any internet business to deliver great, automated customer experiences at scale. Customer.io is used by over 1200 businesses to create continuity after a person leaves a website or mobile app. Every message (receipts, win-backs, and onboarding) across every channel (email, push, sms and more) can be managed and measured in Customer.io.
The work you do here will raise the bar for the everyday communications we all receive. It drives us crazy when we get useless emails and notifications that feel like spam from companies we admire. Our customers are marketers, growth hackers, and engineers who are dreaming up ideas for how to be genuine and personal in their messages to customers.
What will you be doing?
Collecting and analyzing tons of feedback from a variety of sources and identifying underlying user problems
Pitching solutions to those user problems in close collaboration with designers and engineers
Driving those solutions to production while keeping scope in check and validating progress with customers
Partnering with marketing, sales, and support to implement anything needed (docs, blogs, presentations, etc) to ensure customers get value from features we ship
Defining success metrics for features, reporting results after shipping, and proposing future iterations
You’ll join a team of 6, including:
Brian (that's me!), our Director of Product, to define a roadmap that balances customer problems, our strengths, and our market position.
Kate and Brendan: your Product Management crew. You'll learn from them, teach them, and push each other to do the best work you've ever done.
Ivana, Madeline, and Richard: 3 exceptional Product Designers. We set a high standard for the user experiences we create and the way they affect our customer's lives.
An engineering team who is passionate about the product. They’ll help you get the details right and ensure it’s going to scale flawlessly.
Colleagues in data, marketing, sales, and customer support. We’re a tight-knit company where you’ll get a stream of customer insight from a team who genuinely cares about giving our customers messaging superpowers.
What will you bring to the table?
You’ve seen what happens when a team gets aligned around the customer’s experience and are on a mission to help every team you work with achieve that understanding.
Your north star is creating moments where customers hire your feature for their job to be done. Thousands of little things must to go right to produce those moments. To some it feels miraculous that everything lined up, but you know it’s no accident.
You’re hungry to learn, and you love to ask “Why?” one more time. Whether it’s uncovering the true motivation of a customer or the root cause of a disagreement about priorities, you’re always curious and seeking to identify the piece that completes the puzzle.
You’re an exceptionally organized and motivated person. You know what pieces need to come together to successfully run a software development process and make it your mission to help everyone around you keep focused and excited about the end goal.
You take ownership of problems even when the next steps and solutions aren't yet clear. You’re looking to work with a startup where you’ll have a lot of freedom and be responsible for the impact you make. Working with folks in different timezones will be standard issue for you around here, so being able to stay determined, even when the answers aren’t in front of you, is essential.
You are a proactive communicator. You strive to be articulate and empathetic in your interactions and believe in “working out loud” to share work early and helpfully. You’re an excellent written communicator who values clarity and brevity while avoiding jargon.
Bonus! Not a requirement, but shout about it if you have experience with...
Experience working on Marketing Tech or Ad Tech SaaS produts
Using Customer.io or other marketing automation services in a previous role
Why should you work with Customer.io?
We're in a special moment as a company: small enough where you'll have a big impact as an individual, big enough to have resources to conquer ambitious goals as a team, yet calm about how we set growth goals.
We are offering a starting salary between $90,000 - 110,000 USD depending on experience. Check out our career's page for more information on our great benefits and why you should come work with us!
We want to build and maintain a diverse, inclusive, and equitable environment where everyone has the opportunity to learn, mentor, and grow. We know that diverse teams make better products, and especially encourage applicants from underrepresented groups to apply — if you have any questions, please let us know via Twitter. We don’t want “culture fit”, but “culture add.” We want people with different backgrounds from the team we have today to bring their perspective and thoughtfulness to the work that we do and the culture we’re always working to build.
Come join us!
Apply below and be sure to add a prominent reference to a pigeon to your cover letter or portfolio. You'll just have to trust me: this is important, yet not serious at all.
Aside from letting you know we received your application, we won't be in touch till after the June 2nd deadline. After that, we'll be in touch regularly to keep you informed about our progress.
At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a fully profitable, 100% globally distributed team of 33 high-performing, happy people that are dedicated to building a product our customers love.
We are growing the Product team (of 3) to help define the features that will have the biggest impact for our customers and their sales teams.
You are a generalist with a wide set of design skills including user interface design, user experience design, an understanding of usability concerns, and the ability to write easily digestible copy. You enjoy the challenge of designing for sometimes deeply technical problems.
You have worked with, or helped create, design systems and understand version control for design files (we use Abstract).
You are comfortable working remotely as part of a small team, with a high level of autonomy. You have designed beautiful and elegant solutions for desktop SaaS products and are familiar with the space.
You understand technical constraints, their impact, and can adjust your design approach accordingly. You enjoy the problem solving aspects of design, and you’ve had experience working on complex web or desktop apps.
You have been wrong and can admit it. You can articulate why it happened and how you’ve learned from that experience. You’re not precious about your designs and can accept constructive feedback freely. Equally, you can argue effectively for your viewpoint when needed.
You are able to easily demonstrate your process for taking rough concepts and briefs from lo-fi sketches through to high fidelity mockups ready to be implemented. You’re confident in communicating the rationale of your decisions.
You are in a European or American timezone.
About The Role
You will be responsible for understanding and designing new features and improvements as part of a small feature team. You will ensure the solution satisfies the initial problem statement, is technically viable, and integrates well with existing design patterns (or adds new ones where necessary).
You’ll be working with Craig (best axe thrower in the company), Ben (not the best axe thrower in the company), and Anthony on a daily basis and often with the engineering team throughout the design process.
We use Freehand, Sketch, and Abstract as our design toolset and Slack, GitHub, and Asana extensively for communication within and between teams.
Why work with us...?
At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).
We come from 12 countries and 14 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community.
This team is growing in more ways than one - we’ve recently launched 8 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.
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