NimbusOps is a Series B B2B SaaS company that sells workflow software to mid-market operations teams. It has 1,200 paying customers, 85,000 weekly active users, and a growing enterprise segment that frequently requests custom internal tools and workflow extensions.
The Head of Customer Success tells you, "We need a new software tool to help our teams work faster," but cannot clearly define the users, workflows, or expected outcomes. Similar requests in the past have led to overbuilt features, low adoption, and engineering rework. Leadership wants a recommendation within 2 weeks on whether to build anything, for whom, and what the MVP should be.
You are the product manager assigned to turn this vague request into a concrete product direction. Assume there may be multiple possible users (Customer Success Managers, Support Ops, and Account Managers), and the request could represent either a real unmet need or a symptom of process issues outside the product.