Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
We are seeking an experienced and visionary Principal Product Owner– Post-Sales Experience to lead the strategy, design, and execution of products and platforms that support the customer journey after the initial sale utilizing Salesforce Experience Cloud and Salesforce Service Cloud. This role is pivotal in optimizing and scaling the systems that power Customer Onboarding, Support, Success, Account Health, and Renewals.
As a senior individual contributor, you will partner closely with executive stakeholders across Customer Success, Sales, Product, Engineering, and Operations to deliver seamless, data-driven, and measurable customer experiences. You will drive the post-sale product vision, define cross-functional roadmaps, and ensure alignment across customer-facing teams to enhance customer satisfaction, retention, and revenue growth.
Key Responsibilities:
- Own and drive the strategic product vision for the post-sale lifecycle, aligning it with company growth, customer retention, and expansion goals.
- Define and lead execution of a multi-year product roadmap for platforms supporting onboarding, case management, health scoring, customer engagement, and renewals.
- Identify and solve complex problems across tools and teams, with a focus on unifying the customer experience across multiple touchpoints.
- Serve as a thought leader and subject matter expert on post-sale systems and customer lifecycle technologies.
- Translate business goals into high-impact product initiatives, user journeys, and system workflows.
- Establish key performance metrics to measure impact (e.g., NPS, time to value, renewal rates, churn, product adoption).
- Act as a strategic advisor to senior leadership and influence cross-functional priorities and investments.
- Lead discovery, competitive analysis, and customer interviews to uncover new opportunities and ensure product-market fit.
- Champion change management and user adoption strategies across internal teams and customer-facing roles.
Qualifications:
- 10+ years of experience in Product Management, with at least 3+ years in a principal-level role.
- Proven leadership in post-sale domains, including Customer Success, Support, or Lifecycle Management in B2B or SaaS environments.
- Deep experience with Customer Experience platforms (e.g., Salesforce Service Cloud, Salesforce Experience Cloud).
- Experience implementing customer journey frameworks, segmentation strategies, or success playbooks.
- Demonstrated ability to set vision, influence executives, and lead cross-functional initiatives without direct authority.
- Highly analytical, data-driven, and outcome-oriented.
- Exceptional communication, facilitation, and stakeholder engagement skills.
- Proficiency with Agile methodologies and product development tools (e.g., Jira, Confluence, Aha!).
The base salary range across Canada for this role is between $128,900-$193,400. In addition, this role is eligible for bonus. Black Duck offers a competitive total rewards package. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education.
Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.
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