Product Manager - CRM & Customer Engagement Solutions

CSI; Lexington (KY); On-site; USD 110,000 - 150,000; Full time

Job summary

CSI in the United States (Lexington, KY) is seeking a Product Manager to shape the future of banking customer engagement. You will lead CRM, onboarding, referrals, and relationship management initiatives, working with customers, sales, marketing, engineering, implementation, and executives.

You will translate market opportunities into product roadmaps, define requirements, and collaborate across teams to deliver high-impact solutions, including AI-enabled workflows and analytics.

Qualifications

• 4+ years of Product Management experience.
• Experience within banking, financial services, fintech, or related industries.
• Strong understanding of CRM concepts and customer lifecycle management.
• Experience supporting solutions related to onboarding, referrals, sales workflows, or relationship management.
• Proven ability to prioritize competing initiatives with business objectives.
• Strong written and verbal communication skills.
• Experience translating business needs into product enhancements.
• Experience writing user stories, acceptance criteria, requirements, or product documentation.
• Experience collaborating with engineering and development teams.

Responsibilities

• Define product strategy and roadmap for CSI's CRM and customer engagement portfolio.
• Conduct customer interviews and discover needs from banks and prospects.
• Create product requirements, user stories, epics, and acceptance criteria.
• Collaborate with Engineering and QA to deliver solutions.
• Support sprint planning, backlog refinement, and releases.
• Communicate priorities and product direction to stakeholders.
• Assist Product Marketing with sales enablement and positioning.
• Support demonstrations and industry events.

Skills

Product Management

Banking/Fintech experience

CRM concepts

Backlog prioritization

Communication

Tools

Aha!

Azure DevOps

Jira

Product Discovery

Microsoft Copilot

Claude AI

Job description

Job Description: Driving the Future of Customer Relationships in BankingCSI is seeking a Product Manager to help shape the future of how financial institutions acquire, engage, retain, and grow customer relationships. This role supports a suite of customer relationship management (CRM), onboarding, referral, workflow, sales, contact management, and customer intelligence solutions used by banks to better understand and serve their customers.This is an ideal opportunity for a product professional who combines banking or fintech experience with a passion for customer engagement, relationship management, and building innovative solutions. You will work closely with customers, sales teams, marketers, engineers, implementation teams, and executive stakeholders to deliver products that help financial institutions create stronger, more personalized banking relationships. If you enjoy solving customer problems, identifying market opportunities, prioritizing competing needs, and transforming ideas into product enhancements that deliver measurable value, we'd love to hear from you.

What You'll Do

Product Strategy & Roadmap Management

Execute product strategy and roadmap initiatives within CSI's CRM and customer engagement portfolio. Evaluate market opportunities, customer feedback, competitive trends, and business priorities. Identify gaps in existing products and define enhancements that increase customer value. Manage product backlogs and prioritize initiatives based on business impact and customer needs. Partner with leadership to align product investments with strategic goals.

Customer & Market Engagement

Conduct customer interviews and discovery sessions. Gather feedback from banks, prospects, sales teams, and implementation teams. Analyze customer behaviors, onboarding experiences, referral programs, and relationship management workflows. Identify opportunities to improve customer acquisition, retention, and cross-selling capabilities. Represent the voice of the customer throughout the product development lifecycle.

Product Definition & Delivery

Create product requirements, user stories, epics, acceptance criteria, and feature documentation. Collaborate with software engineering and technical product teams to deliver solutions. Support sprint planning, backlog refinement, user acceptance testing, and release activities. Monitor delivery progress and ensure successful execution of roadmap initiatives. Serve as the product subject matter expert for assigned solutions.

Cross-Functional Collaboration

Partner closely with Engineering, QA, Marketing, Sales, Customer Support, and Implementations. Communicate priorities, requirements, and product direction across multiple stakeholder groups. Assist Product Marketing with sales enablement and product positioning activities. Support customer demonstrations, strategic discussions, and industry events.

AI-Enabled Product Management

Utilize AI tools such as Microsoft Copilot and Claude to improve productivity and product development. Convert customer and engineering meeting recordings into actionable insights, notes, requirements, and follow-up activities. Leverage AI-assisted workflows to enhance product documentation, feature definition, and user experience design.

What We're Looking For

Required Qualifications

• 4+ years of Product Management experience.
• Experience within banking, financial services, fintech, or related industries.
• Strong understanding of customer relationship management (CRM) concepts and customer lifecycle management.
• Experience supporting solutions related to account opening, onboarding, customer engagement, referrals, sales workflows, marketing campaigns, or relationship management.
• Proven ability to prioritize competing initiatives and balance customer needs with business objectives.
• Strong written and verbal communication skills.
• Experience gathering requirements and translating business needs into product enhancements.
• Experience writing user stories, acceptance criteria, requirements, or product documentation.
• Experience collaborating with engineering and development teams throughout the delivery lifecycle.

Preferred Qualifications

• Commercial banking experience.
• Experience with CRM platforms, customer intelligence solutions, segmentation, campaign management, or customer analytics.
• Experience creating detailed epics, features, and acceptance criteria.
• Prior collaboration with QA and User Acceptance Testing (UAT) processes.
• Experience with Agile product development methodologies.
• Pragmatic Certified Level II certification or equivalent product management training.
• Experience utilizing AI tools within product management workflows.

Tools & Technologies

• Aha!Azure DevOpsJira Product Discovery (future-state platform)Microsoft CopilotClaude AI

Travel

Up to 10%

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visitCSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit:

Benefits Summary

CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at and we will work with you to meet your accessibility needs. For applicants residing in California, please read Privacy Notice for California Residents | CSI (csiweb.com)

Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.