Senior Product Manager, Digital Commerce & PLG Lifecycle

ZoomInfo

Waltham, MA

Full Time

Senior

3 days ago

Job Description

About the Role

You will be responsible for driving the transition from sales-led to digital-first expansion and renewal motions. You'll own the post-purchase experience across ZoomInfo's self-service and product-led growth (PLG) ecosystem, focusing on how we drive engagement, retention, expansion, and support for self-service customers. Your work will deepen customer relationships, unlock scalable growth, and reduce manual effort through automation, including AI agents that handle common support needs. You will lead cross-functional initiatives that scale renewal workflows, improve digital buying experiences, and drive long-term customer value through self-service.

Key Responsibilities

Own the end-to-end post-purchase PLG journey for self-service customers, including billing, value realization, renewals, and expansion.
Lead cross-functional programs that increase retention and identify new growth opportunities.
Drive the transition of accounts from sales-led to digital-first expansion and renewal motions.
Deploy AI agents and automation to reduce support volume and deliver faster customer resolutions.
Define KPIs, measure funnel performance, and iterate based on customer behavior and business impact.
Own and advance self-service post-purchase capabilities - including renewals, billing flows, policy automation, and cancellation flows.
Drive cross-functional execution for Commerce and PLG initiatives by translating business strategy into delivery across stakeholder and technology teams: Business Technology, RevOps, Finance, Product, and Marketing.

Requirements

5-8+ years of product management experience
3-5+ years of experience in commerce/PLG within a SaaS environment
Deep familiarity across the Quote-to-Cash lifecycle and Salesforce as system of record
Hands-on experience with payment processing systems and workflows
Experience integrating AI into self-service motions to automate support, streamline post-purchase tasks, and improve customer outcomes
Strong understanding of post-purchase SaaS workflows and usage-based pricing models
Excellent cross-functional leadership and stakeholder management skills
Data-driven and comfortable operating in iterative, test-and-learn environments
Proficient in analytics tools such as SQL, Tableau, or similar to uncover insights and guide decision-making
Hands-on, proactive, and detail-oriented; able to drive alignment and execution across teams