Senior Product Manager - CRM

About the role

• We are at a turning point.
• Currently, our four main Business Units (BUs) 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 ve 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 ID world, where one person might have five different records, to a single customer world.
• This isn't about just managing a backlog of requests.
• We need someone who will actually embed themselves with the BUs, understand why they work the way they do, and then build a system that is robust enough to keep our data clean but flexible enough for them to actually use.
• What you ll be doing
• Identity Resolution & Data Architecture :Lead the transition from a fragmented lead ID system to a unique customer record. You will 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 (Salesforce, Airtable, Sheets, etc.) into our core CRM environment without disrupting their operational velocity.
• Customer Obsessed Discovery: Spend deep, quality time with each Business Unit to understand their customers, and their unique workflows. You need to be able to distinguish between a "symptom" they want fixed and the actual root cause to preserve system integrity.
• Governance & Self-Service: Design a framework where BUs have the autonomy to manage their specific processes while you maintain strict control over the core data schema and global integrations.
• Ecosystem Integration: You ll own the roadmap for how the CRM talks to the rest of our tools, specifically making sure data flows correctly between marketing automation, customer support (Intercom), etc.
• Team Leadership: Guide a squad of developers and analysts, towards a product led approach where success is measured by adoption and data health, not just shipped features.
• What we re looking for
• Systems Thinker: You don t just care about fields and buttons, you build for how information moves through a company. You ve ideally managed a complex CRM transformation (Salesforce, Hubspot, etc.) before.
• Data Modeling Authority: You can differentiate a contact from a lead, you have experience with data modeling and know how to solve the "Unique ID" problem across different platforms.
• Stakeholder Diplomacy: You can handle a BU leader who is frustrated about losing their spreadsheet. You re great at listening and finding middle ground, but you aren t afraid to say "no" to preserve the health of the system.
• Technical Literacy: You don t need to code, but you must be able to go toe to toe with data engineers and CRM developers regarding API limitations, data triggers, and schema design.
• Obsession with Adoption: You aren't satisfied when a feature is deployed, you re satisfied when the BU is actually using it correctly and the data is clean.
• Nice to have
• Migration Veteran: You ve 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 to manage a technical roadmap while maintaining a clear north star for the team.
• Scale: Experience working in an organization with at least 3-5 distinct revenue streams or business units.