Senior Product Manager - CRM

About the Role

We are at a turning point. Currently our four main Business Units operate as high‑growth entities, each with their own tools, data structures, and source of truth ranging from Salesforce and Airtable to spreadsheets. This worked fine when we were smaller, but we have reached a point where we can’t actually tell who a customer is if they interact with more than one part of the company.

As the Product Manager for the CRM Team you will lead the CRM team to build a single source of truth. Reporting directly to our CTO, your job is to move us from a lead‑, where one person might have five different records, to a single customer world.

• Identity Resolution & Data Architecture: Lead the transition from a fragmented lead‑m to a unique customer record. Ensure that whether a customer interacts via Intercom, a marketing campaign, or a specific sales team within a BU, we see them as one entity.
• Platform Consolidation: Execute and refine the strategy to migrate BUs from disparate tools such as Salesforce, Airtable, Sheets, etc. into our core CRM environment without disrupting operational velocity.
• Customer Obsessed Discovery: Spend deep quality time with each Business Unit to understand their customers and unique workflows, distinguishing between a symptom they want fixed and the root cause to preserve system integrity.
• Governance & Self‑Service: Design a framework where BUs have the autonomy to manage specific processes while maintaining strict control over core data schema and global integrations.
• Ecosystem Integration: Own the roadmap for how the CRM talks to the rest of the tools, ensuring data flows correctly between marketing automation, customer support, Intercom, etc.
• Team Leadership: Guide a squad of developers and analysts toward a product‑led approach where success is measured by adoption and data health rather than features shipped.

• Systems Thinker: You don’t just care about fields and buttons; you build for how information moves through a company. You have ideally managed a complex CRM transformation (Salesforce, Hubspot, etc.) before.
• Data Modeling Authority: You can differentiate a contact from a lead, have experience with data modeling, and know how to solve the unique‑ across platforms.
• Stakeholder Diplomacy: You can handle a BU leader frustrated about losing their spreadsheet; you are great at listening and finding middle ground, but are not afraid to say no to preserve system health.
• Technical Literacy: You don’t need to code but can go toe‑to‑toe with data engineers and CRM developers regarding API limitations, data triggers, and schema design.
• Obsession with Adoption: You are not satisfied when a feature is deployed; you are satisfied when the BU actually uses it correctly and the data is clean.

• Migration Veteran: You have specifically worked in a high‑growth environment where you had to migrate people away from spreadsheets and disparate tools into a centralized system.
• Marketing & Support Stack Expertise: Deep familiarity with Intercom, Hubspot, or MoEngage and how they should and shouldn’t sync with a core CRM.
• Product Management Tooling: Experience using Jira, Linear, etc. to manage a technical roadmap while maintaining a clear north star for the team.
• Scale
  
  Experience:
  
  Experience working in an organization with at least 3‑5 distinct revenue streams or business units.