[Remote] Staff Product Manager, Support & Services Systems at Cribl

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT, SecurityIndustries

Requirements

5+ years of progressive product management experience in B2B SaaS, with significant focus on customer support, customer success, or professional services systems in a SaaS environment
Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console
Salesforce Experience Cloud domain expertise

Responsibilities

Define and execute a compelling product vision, strategy, and technology roadmap for Support & Services Systems with Support, Success, and Professional Services leaders
Ensure all system enhancements and new features adhere to strict security and compliance standards, specifically FedRAMP requirements within Salesforce and integrated tools
Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline internal workflows, and proactively address customer and partner needs
Drive initiatives to improve direct customer support experience and support experience for managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints
Build strong relationships and collaborate with cross-functional teams including IT, Support, Customer Success, Professional Services, Sales, and Security to align product initiatives with company goals
Partner with Support, Success, and Professional Services teams to understand operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery
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
Occasionally perform duties outside standard working hours due to remote-first operations across time zones

Skills

Key technologies and capabilities for this role

Product ManagementSalesforce Service CloudSalesforce Experience CloudProduct RoadmapAIFedRAMPComplianceCustomer SupportProfessional Services

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, Cribl is a remote-first company that empowers employees to do their best work wherever they are.

What is the salary range for this Staff Product Manager role?

This information is not specified in the job description.

What are the key responsibilities for this role?

Key responsibilities include defining the product vision and roadmap for Support & Services systems, ensuring FedRAMP compliance, integrating AI and automation, optimizing customer and partner experiences, building stakeholder partnerships, and driving operational efficiency.

What is the company culture like at Cribl?

Cribl is a serious company that doesn’t take itself too seriously, seeking collaborative, curious, and motivated team members who love to get stuff done, laugh along the way, and put customers first.

What makes a strong candidate for this Staff Product Manager position?

A strong candidate is talented and experienced in product management, particularly with Salesforce Service Cloud and Experience Cloud, and has a passion for AI innovation, compliance like FedRAMP, customer experience optimization, and cross-functional collaboration.

Cribl

Data observability solutions for tech businesses

About Cribl

Cribl operates in the data observability market, helping tech businesses monitor, analyze, and visualize their data for better operational and security insights. The company offers two main products: Cribl Stream and Cribl Edge. Cribl Stream enables businesses to efficiently route and transform logs and metrics, either on their own infrastructure or through cloud services, ensuring timely data delivery. Cribl Edge focuses on collecting and processing real-time observability data from edge devices, which can then be sent to Cribl Stream or other destinations. Cribl distinguishes itself by integrating seamlessly with platforms like Office 365 and Microsoft Azure, allowing clients to enhance their data management capabilities. The company's goal is to create effective data ecosystems that empower organizations to make sense of their data.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$576.3MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Competitive Salary

Stock Options

Medical, dental, and vision insurance

Flexible spending account (FSA)

401(k) plan offered (US)

Parental Leave

Professional Development and Career Growth

Generous Vacation and Holiday Policy, including 2 Floating Holidays for holidays you observe

Employee Resource Groups that reflect our values driven company culture

Risks

Emerging data observability startups could threaten Cribl's market share with competitive pricing.

Rapid AI advancements may outpace Cribl's offerings if not updated timely.

Economic downturns could impact Cribl's ability to maintain its high valuation.

Differentiation

Cribl offers unique data routing and transformation with Cribl Stream and Cribl Edge.

The company integrates seamlessly with major platforms like Office 365 and Microsoft Azure.

Cribl's focus on real-time data processing sets it apart in the data observability market.

Upsides

Cribl raised $319M in Series E funding, boosting its valuation to $3.5 billion.

The rise of multi-cloud strategies enhances Cribl's integration capabilities across cloud environments.

Increased demand for edge computing solutions positions Cribl Edge for significant growth.

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