Customer Success, Product Manager
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Job Description
Customer Success & Product Manager helping SaaS customers maximize a platform through AI workflows, integrations, and technical implementations. Translating customer needs into product improvements.
Responsibilities:
- Respond to customer inquiries and requests and remove onboarding or adoption blockers
- Own customer requests from initial inquiry through resolution
- Build customer relationships and understand business workflows, goals, and pain points
- Improve customer adoption, engagement, and satisfaction
- Help customers maximize platform capabilities and identify expansion opportunities
- Become an expert user of Central products and integrations
- Build and configure customer workflows, accounts, and AI-powered agents
- Use AI prompting, APIs, webhooks, Zapier, scripting, automation, and integrations
- Troubleshoot implementations and determine configuration, workflow, or product solutions
- Create proof-of-concepts, demos, and customized solutions
- Conduct customer conversations and translate needs into product requirements, user stories, specifications, and implementation details
- Collaborate with Product and Engineering on customer requirements and feature development
- Use AI tools to research, prototype, improve prompts, and accelerate customer solutions
- Create customer-facing guides, documentation, specifications, and enablement materials
- Maintain accurate records of customer requirements, configurations, workflows, and outstanding items
- Manage customer documentation, contracts, specifications, guides, and implementation materials
- Identify and support 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, detail orientation, 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
- Resourcefulness and initiative
- Customer-oriented mindset and commercial awareness
- Ability to manage multiple customer requests, projects, and priorities simultaneously
- Experience 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 is advantageous
Benefits:
- Commission opportunities may be available for qualified upsell and expansion activity
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