Product Manager Service Cloud

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for a Product Manager to lead the product strategy for our Customer Service suite, the Mobile Service Cloud.

What you will do

We are building the ultimate Global AI-Powered Customer Engagement Platform that lets businesses connect with customers, automate work, and handle every interaction through one reliable, user-friendly platform. That is our mission for 2026.

As Product Manager for the Mobile Service Cloud, you’ll be the driving force behind expanding this solution into new industries and reaching a broader range of customers. Your mission: evolve the Mobile Service Cloud to meet the needs of more complex customer service environments and help CM.com grow into untapped markets.

This product is already performing well, but now it’s time to push boundaries. You’ll work closely with a team of 10 developers in Arnhem, working together to build new features, refine existing ones, and make the product ready for new opportunities. Whether it’s introducing workforce management tools or leveraging AI for smarter workflows, you’ll play a key role in shaping the future of customer service software.

But your impact goes beyond product development. You’ll immerse yourself in the customer service landscape, understanding what drives our clients, how their needs are evolving, and how AI is transforming the way customer service teams operate. You’ll keep a close eye on competitors and industry trends, ensuring the Mobile Service Cloud stays ahead of the curve. As a visionary, you’ll connect these insights to the product strategy, ensuring it not only meets current demands but anticipates the future of customer service.

The Product Manager reports directly to the Head of Product in Engage

In your first 12 months, you will:

• Take ownership of the product roadmap, prioritizing features that open doors to new industries and customer segments, such as workforce management tools and AI-driven efficiencies.

• Work closely with Product, Sales, Marketing, and Customer Success teams to align the product with market demands and ensure it delivers measurable value to customers.

• Modernize existing components to improve scalability and reliability, ensuring the Mobile Service Cloud is ready for more complex workflows and larger customer environments.

• Make decisions fast, test ideas, and iterate based on feedback to drive innovation and deliver impactful solutions.

• Build a motivated and aligned development team, fostering collaboration and a culture of excellence to deliver on ambitious goals.

• Success is measured by the product’s readiness to compete in new markets, the team’s performance, and the tangible value delivered to customers.

That’s why you ideally have

• Academic level of reasoning;

• Sufficient experience as a Product Specialist, ideally in a Customer Service SaaS context, you have a wide experience in customer service software solutions;

• A strong interest in how (agentic) AI can transform customer service and automation, and you bring ideas or curiosity about how to apply these technologies to real-world use cases.

• Market awareness, you’re on top of customer service trends and you know the ecosystem of software vendors;

• A strong interest in (technical) product development coupled with strategic experience in a commercial role;

• Excellent communication skills to effectively convey visionary concepts to various stakeholders;

• A strategic, customer-centric mindset that enables you to oversee and safeguard long-term goals;

The reality at CM.com

We believe honesty creates better matches. So here it is:

• You work on-site with your team, collaboration happens face to face.

• Priorities can shift quickly as technology and insights evolve.

• AI will change how your role looks, fast. Some tasks you do today may disappear next year.

• We move before everything is finished or polished.

• For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

If that excites you, you’ll probably feel at home here. If you’re looking for predictability and fixed boundaries, this may not be the right place.