Technical Product Manager , Friction

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• Own and maintain the product roadmap for the assigned ecosystem area, balancing new capability development against friction-reduction and quality-of-experience work
• Translate business and customer needs into clear requirements, user stories, and acceptance criteria for the engineering team
• Prioritize the backlog using a consistent framework, balancing engineering capacity, customer/business impact, and cross-functional input
• Partner with engineering leads on release planning, scope trade-offs, and delivery timelines; coordinate launch and rollout activities
• Define and track success metrics for shipped work, including adoption, quality, and friction-reduction indicators
• Partner directly with Sales and Customer Success to systematically surface friction points across the ecosystem — including lost or stalled deals, recurring support escalations, churn signals, and workaround patterns — and translate them into a prioritized, actionable backlog
• Act as the coordination point between engineering, Sales, and Customer Success so that friction-related fixes move through hand-offs cleanly rather than stalling between teams, despite having no direct authority over those teams
• Establish and run a recurring intake and feedback loop (e.g., regular syncs, a shared submission process, or office hours) so Sales and Customer Success have a known, reliable channel for raising friction issues rather than relying on ad hoc escalation
• Report on friction-reduction progress using concrete before/after metrics (e.g., ticket volume, time-to-resolution, deal-blocking issues resolved, repeat-escalation rate), and communicate that progress back to Sales, Customer Success, and engineering leadership
• Facilitate trade-off conversations when friction-reduction priorities compete with other roadmap commitments, ensuring decisions and rationale are visible to all stakeholders
• Represent the voice of the customer and front-line teams in engineering planning and prioritization discussions
• Identify opportunities for continuous improvement in how the team identifies, triages, and resolves ecosystem friction.

• A degree in Business, Computer Science, or a related field, or equivalent practical experience
• 4+ years' experience in technical product management, ideally supporting a software engineering team
• Experience working directly with Sales and/or Customer Success teams, ideally in a cross-functional, platform, or ecosystem-facing role
• Experience coordinating delivery across multiple teams without direct authority over those teams

• Prior experience in a platform, ecosystem, or…