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, Workforce Management, and customer engagement tooling (chat, voice, workflow automation)
• Partner with Technical Support, Customer Success, and Professional Services to align technology investments with operational goals
• Ensure integration with Sales, Customer Success, Billing, and Product systems through standardized APIs and data models
• Maintain high availability, security, and compliance across all support platforms

AI & Automation

• Define and execute a multi-year AI roadmap for Partner ecosystem and Customer Support, encompassing:
• Suggested responses and knowledge article generation
• Case summarization and sentiment detection
• Next-best-action recommendations and predictive case routing
• Autonomous AI agents and copilots embedded in support workflows
• Architect scalable conversational AI platforms across chat, voice, and digital channels
• Establish frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
• Lead the transition from reactive case management to predictive, proactive support
• Establish governance for responsible, secure, and explainable AI deployment

• Transform support data into a strategic asset that informs Product and business decisions

Delivery & Governance

• Drive governance and prioritization across a high-volume requirements backlog, managing stakeholder expectations, resource constraints, and phased delivery commitments
• Lead by influence across cross-functional teams including Sales AEs, SAs, CSMs, Partner Ops, and engineering
• Upskill support agents and managers in AI collaboration; partner with HR and Enablement to redefine roles in an AI-native organization

Requirements

Experience

• 15+ years in enterprise IT or technical product management
• Proven exp