Customer Success, Product Manager
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Job Description
Customer Success & Product Manager helping SaaS customers adopt the platform through AI workflows, integrations, and technical solutions. 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 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, including AI prompts, webhooks, APIs, Zapier, scripting, automation, account configuration, and AI-powered 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 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 to communicate requirements and support implementation
- Identify recurring customer pain points and product improvement opportunities
- Participate in feature development and prioritization discussions
- Use AI tools to research, prototype, improve prompts, build workflows, and accelerate solutions
- Develop customer-specific product demos and examples
- Create customer-facing guides, documentation, specifications, and enablement materials
- Configure customer accounts and maintain records of requirements, workflows, configurations, and outstanding items
- Manage customer documentation and communicate requests and commitments internally
- Identify upsell and expansion opportunities, participate in 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
- Demonstrated ability to own customer issues from start to finish
- Highly organized and detail-oriented, with strong follow-up and project management skills
- Strong problem-solving and analytical skills
- Comfortable learning new software, technologies, and systems independently
- Strong 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
- Comfortable working in a fast-paced, high-growth environment with limited guidance and changing priorities
- Demonstrated resourcefulness and initiative
- Customer-oriented mindset and ability to identify opportunities to increase product adoption and value
- Commercial awareness and willingness to participate in upselling and account expansion
- Ability to manage multiple customer requests, projects, and priorities simultaneously
- Strong advantage: familiarity with SaaS products, AI tools and LLMs, prompt engineering, APIs, webhooks, Zapier, scripting, CRM/customer success platforms, no-code/low-code tools, technical product implementation, product management, or requirements gathering
Benefits:
- Commission opportunities may be available for qualified upsell and expansion activity
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