Vice President - Product Marketing & Customer Success

As the Vice President - Product Marketing & Customer Success within Digital Channels, you will deeply understand partner goals and performance and act as the primary liaison for line-of-business stakeholders.

Job responsibilities:

• Deeply understand partner goals and performance: Maintain close knowledge of LOB priorities, success metrics, and performance against goals; identify gaps and opportunities.
• Act as primary LOB liaison: Serve as the main point of contact for LOB and key stakeholders, representing LOB needs within Digital Channels and acting as the LOB “voice” in Channels decision-making.
• Lead go-to-market alignment for digital initiatives: Translate and communicate Digital strategy and key initiatives to partners, while incorporating LOB input as strategies and plans are developed.
• Define and track outcomes (OKRs): Help shape LOB/Digital goals and OKRs, monitor progress, and provide ongoing reporting on results.
• Drive strategic planning and thought leadership: Guide strategic approaches to achieving LOB goals through analytics partnerships, competitive insights, and innovation forums.
• Own partner relationship management and escalation: Manage stakeholder relationships on behalf of Digital Channels, serve as first-line escalation, and own partner communications to build trust and consistently tell the Channels story
• Manage LOB roadmap and demand (1–N list): Maintain an LOB-focused prioritized backlog spanning current and future work, integrating combined roadmaps across teams.
• Participate in intake and requirements with Performance Marketing: Support the intake process by documenting use cases, clarifying requirements, ensuring submissions are complete/accurate, and facilitating feedback tied to defined outcomes.
• Ensure product/market fit and value articulation: Enable partner success by confirming digital capabilities meet stakeholder needs and clearly articulating the value proposition and alignment to LOB objectives.
• Enable adoption through partner resources: Develop and maintain enablement materials (e.g., playbooks) and facilitate demos with product teams to drive seamless rollout.
• Prioritize and operationalize use cases: Partner with Performance Marketing to prioritize capability use cases, leveraging established planning and intake processes.

Required qualifications, capabilities, and skills

• Experience & domain expertise: 5+ years (or equivalent) in program management, operational effectiveness, performance optimization, and delivering measurable improvements.
• Operating model fluency: Proven ability to work end-to-end within the product development lifecycle, including agile methodologies, to drive execution across multiple workstreams.
• Execution & prioritization strength: Strong organizational and project management capabilities with a track record of managing multiple high-priority initiatives, shifting deadlines, and competing stakeholder needs.
• Operational excellence mindset: Demonstrated success designing and implementing operational effectiveness initiatives that reduce friction and improve outcomes.
• Communication & executive influence: Exceptional written/verbal communication and presentation skills; able to translate ambiguity into clear artifacts, action plans, and persuasive narratives for senior audiences.
• Stakeholder management & consensus-building: Demonstrated ability to influence, align, and build consensus across cross-functional teams through strong interpersonal and relationship-management skills.
• Analytical + data-driven orientation: Strong analytical rigor and attention to detail; skilled in defining KPIs/OKRs, interpreting performance, and producing executive-ready reporting and storytelling.
• Innovation & strategic thinking: Creative, outcome-focused thinker who pushes boundaries, brings innovative ideas, and consistently considers the broader business context and downstream impacts.
• Enablement & adoption leadership: Proven success building enablement programs (e.g., playbooks, trainings, demos) and driving adoption with measurable post-launch outcomes.