Product Manager, Customer Delivery

Certivo; Seattle (WA); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Equity

Health coverage

Fully remote

Job summary

Certivo is seeking a seasoned Product/Program Manager to lead onboarding and drive successful go-lives for enterprise customers. You will coordinate a cross-functional pod, translate customer needs into actionable requirements, and guide account growth from kickoff through expansion.

Remote role with global time-zone overlap, including US hours. Ideal candidate has 4+ years in product management, implementation, or customer success for B2B software, and excels at stakeholder management and

Qualifications

• 4+ years in product management, implementation, customer success, or program management for B2B enterprise software.
• Track record of leading complex onboardings with multiple stakeholders.
• Comfort in technical conversations with customers and internal teams.
• Ability to translate customer needs into clear, prioritized requirements for engineering.
• Strong written communication and planning skills.
• Experience coordinating across time zones, including overlap with US hours.

Responsibilities

• Lead onboarding: run kickoff, define success criteria, scope, timeline, and owners for both sides.
• Own account outcomes after go-live: track progress against outcomes and conduct result-driven reviews.
• Coordinate internal teams: be the single point of coordination across compliance, engineering, data, and product.
• Close the loop with product: surface patterns and drive customer-driven features into product roadmap.
• Grow the account: identify expansion opportunities and bring in sales/marketing with customer context.

Skills

Product management

Implementation

Customer success

Program management

Cross-functional collaboration

Technical conversations

Requirements writing

Stakeholder management

Tools

SAP

Oracle

Teamcenter

Windchill

Job description

Location: Remote

Location: Remote (India preferred) Team: Product Design and Customer Delivery Reports to: Head of Product Design and Customer Delivery

About Certivo

Certivo is an AI-native compliance platform for regulated supply chains. Manufacturers face a growing wall of regulatory requirements across materials, trade, cybersecurity, and sustainability, and the way most companies handle it has not changed in twenty years: spreadsheets, email chases, and a scramble when an auditor or a customer asks for proof.

Our AI engine, CORA, automates the work underneath. It collects evidence from suppliers, validates documents against regulatory frameworks across ten compliance categories, and generates audit-ready packages on demand. We are backed by Suffolk Technologies, Pioneer Square Labs, Mayfield, and Ralliant, and we work with global manufacturers across aerospace and defense, automotive, industrial equipment, electronics, and medical devices.

The Role

A signed contract is where the real work starts. A new customer arrives with product data spread across two systems, a supplier list nobody has cleaned in years, three frameworks they need covered by a fixed date, and a compliance manager who will be personally accountable if the audit goes badly.

Getting that customer to value takes our compliance engineers, our engineering team, and our product team, all working from the same plan. This role owns that plan.

You lead the customer from kickoff through go-live and into a healthy, growing account. You define what success means for each customer, you coordinate the internal teams who deliver it, and you make sure what customers need shows up in the product. When an account is ready to expand into new frameworks, sites, or business units, you see it first and bring in sales and marketing to act on it.

You don't need to be an engineer. You do need to be comfortable in technical conversations: following how a customer's systems and data fit together, asking the questions that surface risk early, and writing a requirement the engineering team can act on. The people you work with on the customer side will think of you as their person at Certivo.

How the Pod Works

Every customer gets a cross-functional pod rather than a chain of handoffs. A typical pod includes:

• Product Manager, Customer Delivery (this role), who owns the customer outcome and the delivery plan
• Forward Deployed Engineer, who owns the technical solution and builds what the customer's data requires
• Data Engineers, who handle integrations and data quality
• Compliance Engineers, who own the regulatory logic and validate the evidence

You hold the whole account in view. The engineers go deep on their parts. You make sure the parts add up to what the customer needs, in the order they need it.

What You Will Do

• Lead onboarding
  • Run customer kickoff and agree on success criteria, scope, timeline, and owners on both sides
  • Build and run the onboarding plan, from initial data setup and supplier outreach through framework configuration and the first audit-ready output
  • Sequence the work across compliance, engineering, and data teams so the customer sees progress early and often
  • Raise risks to the timeline before they become surprises, and decide with the customer what to do about them
• Own account outcomes after go-live
  • Track how each account is doing against the outcomes it signed up for, including evidence coverage, supplier response, framework readiness, and usage
  • Run regular reviews with customer stakeholders built on real results from the platform
  • Catch accounts drifting off track and lead the plan to recover them
• Coordinate the internal teams
  • Be the single point of coordination for your accounts across compliance, engineering, data, and product
  • Turn customer requests into clear problem statements with priority and business impact, so the team knows what to build and why
  • Give customers honest answers about what the product does today and what is still on the roadmap
• Close the loop with product
  • Spot patterns across your accounts and bring them to the product team with evidence
  • Help decide which customer-specific work should become product capability for everyone
  • Write requirements for customer-driven features, and confirm they solve the problem once shipped
• Grow the account
  • Identify expansion opportunities, such as new compliance frameworks, additional sites, new business units, or new modules
  • Bring in sales and marketing with the context they need: what the customer has achieved, what problem comes next, and who on the customer side cares
  • Support the expansion conversation with proof from the account's own results

What You Bring

• Required
  • 4+ years in product management, implementation, customer success, or program management for B2B enterprise software
  • A track record of leading complex onboardings with several stakeholders on the customer side and several teams on yours
  • Comfort in technical conversations. You can follow how enterprise systems and data fit together and know which questions to ask, even when you are not the one building the answer
  • The ability to turn a vague customer request into a clear requirement with priority and business impact
  • Clear written communication. Much of your coordination happens through plans, status updates, and written requirements
  • Judgment about what to promise a customer, and the confidence to say what is realistic
  • Experience working with customers and teams in other time zones, with several hours of overlap with US business hours most days
• Helpful
  • Background in regulatory compliance, quality, supply chain, or manufacturing, either as a practitioner or serving those teams
  • Familiarity with ERP or PLM systems such as SAP, Oracle, Teamcenter, or Windchill from the user side
  • Experience working alongside implementation or forward deployed engineers
  • Experience with AI or document-heavy products, especially setting customer expectations around accuracy
  • Experience rolling out software across multiple sites or business units of the same enterprise customer

What Success Looks Like

• First 90 days. You have led at least one customer through onboarding to their first audit-ready output. You know the platform and the pod well enough to plan an onboarding on your own.
• First 6 months. You own a set of accounts end to end. The team receives customer requests from you as clear, prioritized problems. At least one expansion opportunity started from your read on an account.
• First 12 months. Onboarding timelines are shorter and more predictable because of how you run them. Your accounts renew and grow. The onboarding playbook you built is the one the team uses.

Why This Role

Most customer-facing roles sit downstream of the product. This one shapes it. You will see how real compliance teams use Certivo under deadline pressure, and what you learn goes straight into what gets built next.

You will also own something complete: a customer's success from the first kickoff call to the expansion that follows, with the authority to coordinate everyone it takes to get there.

Working Arrangement

Fully remote, with a preference for candidates based in India

Our customers and much of our team are in the US and Europe, so expect several hours of overlap with US business hours most days and some early or late calls around customer schedules

Occasional travel for key customer milestones

Compensation and Benefits

• Competitive salary and meaningful equity
• Health coverage and paid time off, in line with your location
• Fully remote

Certivo is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.