Product Manager, Customer Feedback & Discovery

We are looking for a Product Manager to own customer feedback systems and discovery research for the Self-Service team. You will build structured processes for feedback collection while conducting regular partner research to uncover needs and validate priorities.

This role reports to the Director of Self-Service and works closely with Integration Managers, Customer Success, Support, and Product teams.

Responsibilities

Feedback Systems:

• Design and operate structured feedback intake

• Route actionable items to relevant team members

• Produce monthly closed-loop reports

Customer Discovery:

• Conduct regular partner interviews

• Apply jobs-to-be-done methodology to understand underlying needs

• Map pain points across the partner journey

• Validate feature requests and prioritization hypotheses

• Document success stories and use cases

Insights & Reporting:

• Maintain partner journey friction map

• Synthesize feedback themes into prioritization input

• Track feedback-to-resolution metrics

• Present insights to team and stakeholders

Requirements

• 3+ years of product management experience with a customer research component

• Demonstrated experience conducting user interviews and synthesizing insights

• Strong analytical skills for pattern identification

• Experience designing or operating feedback programs

• Excellent written communication for reports and documentation

• Ability to drive action based on evidence

• Fluent English

Nice to Have

• Experience in B2B SaaS customer research

• Background in customer success, support, or voice-of-customer programs

• Training in jobs-to-be-done or design thinking methodologies

• Gaming industry knowledge