ENow Software

Role Description This is a fully remote position. We are seeking an experienced Product Owner to help drive clarity, focus, and execution across our Microsoft 365 product portfolio, including monitoring, reporting, governance, and adoption solutions. This role sits at the intersection of customers, engineering, support, and leadership, translating real-world customer problems into clear, actionable product requirements. This is a hands-on role for someone who enjoys working close to the product, customers, and engineering, and who thrives in an environment where ownership matters more than titles. Key Responsibilities - Product Ownership & Execution - Own and maintain the product backlog across the ENow suite of products - Write clear, concise Epics, Features, and User Stories with strong acceptance criteria - Ensure backlog is prioritized, groomed, and ready to support a 60-day development horizon - Partner with Engineering to estimate, scope, and sequence work - Act as a decision-maker on scope and trade-offs during development - Customer & Market Alignment - Gather input from customers, support, sales, and implementation to identify pain points and opportunities - Translate customer challenges into practical, high-value solutions - Validate requirements through customer conversations, support data, and usage insights - Help balance enterprise customer needs with scalable product design - Collaboration & Communication - Serve as a bridge between Engineering, Support, Sales, and Leadership - Participate in sprint planning, backlog refinement, demos, and retrospectives - Clearly communicate what is being built, why, and when - Support pre-sales and demo readiness by ensuring consistent functionality and data - Periodically deliver product demos and technical walkthroughs to prospects and partners - Support Sales by explaining product capabilities, use cases, and value propositions - Product Quality & Outcomes - Define success criteria for features - Ensure features align with security, compliance, and least-privileged access principles - Review beta deployments to validate that delivered functionality meets expectations - Continuously refine features based on feedback and real-world usage What Success Looks Like (First 6–12 Months) - Engineering consistently has a clear, prioritized backlog - Fewer requirement-driven reworks and mid-sprint changes - Improved alignment between customer needs and delivered features - More confident demos and sales conversations - Tangible improvements in customer outcomes (e.g. Better governance posture) Qualifications - 5+ years of experience as a Product Owner, Business Analyst, or similar role - Experience working with Agile / Scrum teams - Strong ability to write clear requirements and acceptance criteria - Comfortable working closely with developers and technical stakeholders - Experience in SaaS or enterprise software environments - Excellent communication and prioritization skills - Familiarity with Microsoft 365, Entra ID (Azure AD), Exchange, Teams, SharePoint, or Power Platform Preferred Qualifications - Experience with monitoring, security, governance, or analytics products - Understanding of enterprise IT environments and admin workflows - Experience in a small company or startup environment - Exposure to tools like Azure DevOps, Aha, Confluence, or similar Benefits - The salary range for this role is $140,000 - $150,000. - ENow offers a competitive total rewards package which includes base salary and a comprehensive benefits & perks package. - Exact compensation is determined based on a number of factors including experience, skill level, location, and qualifications which are assessed during the interview process. - Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. - This role offers a meaningful, performance-based variable component. A significant portion of total compensation (up to 25%) is tied to measurable outcomes. - High-impact position with direct influence on product direction and customer outcomes - Opportunity to help shape the future of M365 monitoring and governance - Close collaboration with leadership and engineering - Flexible environment where ownership and initiative matter - A team that values clarity, accountability, and practical execution

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Customer Success Manager (CSM) at ENow, you will serve as the primary strategic partner for a portfolio of enterprise customers, owning the post-sale relationship from onboarding through renewal and expansion. This role is designed for a customer-focused professional who is equally comfortable building trusted relationships and driving measurable commercial outcomes. Customer Success at ENow is directly accountable for retention, expansion influence, and long-term account growth. You will be empowered—and expected—to proactively identify risks and opportunities, align ENow’s solutions to customer objectives, and ensure customers realize tangible business value. A meaningful portion of total compensation is tied to performance outcomes such as renewal success, net revenue retention (NRR), and customer adoption. This is a fully remote role within the United States, with close collaboration across Sales, Product, Engineering, and Support. Key Responsibilities - Own customer retention and renewal outcomes across a defined book of enterprise accounts, with performance measured against gross and net revenue retention targets. - Serve as the primary point of contact and trusted advisor for customers, building strong relationships with IT, security, and business stakeholders. - Lead onboarding and adoption efforts, ensuring customers achieve value quickly and continue to expand their usage of ENow’s solutions. - Develop and execute account success plans that tie customer goals, usage, and milestones directly to renewal and growth outcomes. - Proactively identify expansion opportunities, partnering with Sales and leadership to drive incremental revenue aligned to customer value. - Conduct regular health checks, success reviews, and executive touchpoints to anticipate risks, surface opportunities, and reinforce ROI. - Act as the voice of the customer internally, advocating for customer needs and providing feedback to Product and Engineering to influence roadmap decisions. - Manage escalations and complex issues with urgency and empathy, partnering cross-functionally to deliver timely resolution. - Forecast and report on account health, renewal risk, and expansion opportunities, maintaining clear visibility into revenue performance. - Contribute to the development of scalable Customer Success processes, playbooks, and best practices as ENow continues to grow. Qualifications - 3–4+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar customer-facing role within SaaS or enterprise software. - Strong familiarity with Microsoft ecosystems, including Microsoft 365, Entra ID, Azure, and related identity, security, or infrastructure concepts. - Experience working directly with—or selling into—IT and Information Security teams, with an understanding of their operational and security priorities. - Demonstrated success in roles where performance was tied to retention, expansion, or revenue-related outcomes. - Proven ability to manage executive-level relationships and influence decision-makers in a remote setting. - Strong written and verbal communication skills, with excellent organization and follow-through. - Comfort working cross-functionally with Sales, Product, Engineering, and Support teams in a distributed environment. - Ability to travel on a monthly or more frequent basis (approximately 20% of the time) to meet with customers in person for on-site visits and conferences. Requirements - Bachelor’s degree in Business, Information Technology, Computer Science, or related field. - Experience in a high-growth or early-stage SaaS environment. - Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango). - Background in cybersecurity, identity management, or enterprise IT operations. Compensation & Incentives The salary range for this role is $90,000 - $100,000. This position also offers significant earning potential through on-target earnings (OTE). ENow offers a competitive total rewards package which includes base salary and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location, and qualifications which are assessed during the interview process. In addition to the salary range listed, this role offers a meaningful, performance-based variable component. A significant portion of total compensation (typically around 30%) is tied to measurable outcomes such as customer retention, net revenue retention (NRR), adoption milestones, and strategic account impact. Top performers are rewarded for ownership, execution, and delivering real value to customers.