Customer Success, Product Manager
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Job Description
Customer Success & Product Manager helping SaaS customers adopt a platform through AI workflows, integrations, and technical solutions. Translating customer needs into product improvements and expansion opportunities.
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 their businesses, workflows, goals, and pain points
- Improve customer adoption, engagement, and satisfaction
- Help customers maximize the platform's capabilities
- Identify expansion opportunities and recommend higher-tier plans or additional capabilities
- Become an expert user of Central products and integrations
- Build and configure customer workflows, AI-powered workflows, and agents
- Use AI prompting, APIs, webhooks, Zapier, scripting, automation, and account configuration
- Troubleshoot implementations and determine configuration, workflow, or product solutions
- Experiment with product capabilities and identify customer use cases
- Create proof-of-concepts, 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 customer pain points and provide input on feature development and prioritization
- Use AI tools to research, prototype, improve prompts, and build workflows
- Develop customer-specific product demos, guides, documentation, and enablement materials
- Configure customer accounts and manage customer documentation
- Maintain records of requirements, configurations, workflows, and outstanding items
- Document and communicate customer requests and commitments
- 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 organizational, follow-up, project management, problem-solving, analytical, and detail-oriented 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
- Ability to work in a fast-paced, high-growth environment with limited guidance and changing priorities
- Resourcefulness and initiative
- Customer-oriented mindset and commercial awareness
- Willingness to participate in upselling and account expansion opportunities
- Ability to manage multiple customer requests, projects, and priorities simultaneously
- Technical curiosity or familiarity with SaaS products, AI tools and LLMs, prompt engineering, APIs, webhooks, Zapier, scripting, CRM or customer success platforms, no-code/low-code tools, technical product implementation, or product management
Benefits:
- Commission opportunities may be available for qualified upsell and expansion activity
- Remote work arrangement
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