Customer Success Manager – Product
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Job Description
Customer Success & Product Manager helping customers maximize a SaaS platform. Building AI workflows, configuring integrations, and translating customer needs into product improvements.
Responsibilities:
- Respond to customer inquiries and requests, removing onboarding and adoption blockers
- Own customer requests from initial inquiry through resolution
- Build customer relationships and understand customers' businesses, workflows, goals, and pain points
- Improve customer adoption, engagement, and satisfaction
- Help customers maximize the platform's capabilities
- Identify opportunities to expand customer usage and recommend higher-tier plans or additional capabilities
- Become an expert user of Central products, advanced functionality, and integrations
- Build and configure customer workflows
- Work with AI prompting, prompt optimization, webhooks, APIs, Zapier, scripting, automation, account configuration, and AI-powered workflows and agents
- Troubleshoot implementations and determine whether issues require configuration, workflow changes, or product enhancements
- Experiment with product capabilities and identify practical customer use cases
- Create proofs of concept, demos, and customized solutions
- Conduct customer conversations to understand workflows, requirements, and desired outcomes
- Translate customer needs into product requirements, user stories, specifications, and implementation details
- Collaborate with Product and Engineering on customer requirements and solutions
- Identify recurring pain points and product improvement opportunities
- Provide customer-informed input into feature development and prioritization
- Follow up with customers and internal teams throughout development and implementation
- Use AI tools to research, prototype, improve prompts, build workflows, and accelerate solutions
- Develop product demos and customer-facing examples
- Experiment with AI tools, techniques, integrations, and product capabilities
- Create customer-facing guides, documentation, specifications, and enablement materials
- Modify and configure customer accounts
- Manage customer documentation, contracts, specifications, guides, requirements, and implementation materials
- Maintain accurate records of customer requirements, configurations, workflows, and outstanding items
- Document and communicate customer requests and commitments to internal teams
- Identify upsell and expansion opportunities
- Participate in customer expansion conversations and product demonstrations
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related technical field
- 2+ years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a similar customer-facing role
- Experience working with SaaS or technology products, preferably in a fast-growing or startup environment
- Strong written and verbal communication skills with customers and technical teams
- Ability to own customer issues from identification through resolution
- Strong organization, attention to detail, follow-up, and project management skills
- Strong problem-solving and analytical skills
- Ability to learn new software, technologies, and systems independently
- Technical aptitude and willingness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms
- Familiarity with AI tools and LLMs, including writing, testing, and improving prompts
- Ability to translate customer workflows and business requirements into product requirements, specifications, and actionable tasks
- Comfort working in a fast-paced, high-growth environment with limited guidance and changing priorities
- Resourcefulness and initiative
- Customer-oriented mindset and commercial awareness
- Ability to participate in upselling and account expansion opportunities
- Ability to manage multiple customer requests, projects, and priorities simultaneously
Benefits:
- Commission opportunities may be available for qualified upsell and expansion activity
- Remote work arrangement
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