Customer Success & Product Manager

Job description

### **About the Role** We are looking for a highly driven, technically curious, and customer-obsessed **Customer Success & Product Manager** to join our fast-growing team. This role sits at the intersection of **Customer Success, Product, and Solutions Engineering**. You will work closely with customers to understand how they operate, help them get the most value from our platform, and translate their workflows, requirements, and feedback into actionable solutions for our Product and Engineering teams. You will not simply answer customer questions. You will **roll up your sleeves and use the product yourself**, build AI-powered workflows, configure integrations, troubleshoot implementations, create demos, and work cross-functionally to turn customer needs into product improvements. This is an ideal role for someone who is **high-ownership, meticulous, technically curious, and comfortable figuring things out without having every step defined for them.** ### Responsibilities ## **Key Responsibilities** ### **1. Customer Success & Onboarding** - Respond to customer inquiries and requests quickly and professionally, removing blockers that may delay onboarding or product adoption. - Own customer requests from initial inquiry through resolution, ensuring clear follow-through and communication. - Build strong relationships with customers and develop a deep understanding of their businesses, workflows, goals, and pain points. - Proactively identify opportunities to improve customer adoption, engagement, and satisfaction. - Help customers understand and maximize the capabilities of the platform. - Identify opportunities to expand customer usage and recommend higher-tier plans or additional capabilities when appropriate. ### **2. Product Implementation & Technical Solutions** - Become an expert user of our Central products, including advanced functionality and integrations. - Build and configure workflows on behalf of customers. - Work with advanced capabilities such as: - AI prompting and prompt optimization - Webhooks - APIs and API connections - Zapier and other third-party integrations - Scripting and automation - Account and workflow configuration - AI-powered workflows and agents - Troubleshoot customer implementations and determine whether issues can be resolved through configuration, workflow changes, or product enhancements. - Experiment with new product capabilities and determine practical use cases for customers. - Create proof-of-concepts, demos, and customized solutions that showcase the platform's capabilities. ### **3. Customer-to-Product Feedback** - Conduct calls and conversations with customers to understand their workflows, requirements, and desired outcomes.C - Translate customer needs into clear product requirements, user stories, specifications, and implementation details. - Work closely with Product and Engineering to communicate customer requirements and ensure solutions are accurately understood and implemented. - Help identify recurring customer pain points and opportunities for product improvements. - Participate in product discussions and provide customer-informed input into feature development and prioritization. - Follow up with customers and internal teams throughout the development and implementation process. ### **4. AI & Product Enablement** - Use AI tools to research, prototype, improve prompts, build workflows, and accelerate customer solutions. - Develop compelling product demos and examples tailored to specific customer use cases. - Continuously experiment with new AI tools, techniques, integrations, and product capabilities. - Stay current with developments in AI automation and identify opportunities to apply them to customer workflows. - Help create customer-facing guides, documentation, specifications, and other enablement materials. ### **5. Account & Documentation Management** - Modify and configure customer accounts within the platform as needed. - Manage the operational back-and-forth associated with customer documentation, including contracts, specifications, guides, requirements, and implementation materials. - Maintain accurate records of customer requirements, configurations, workflows, and outstanding items. - Ensure customer requests and commitments are properly documented and communicated to relevant internal teams. ### **6. Growth & Expansion** - Develop a deep understanding of each customer's business and identify opportunities where additional product capabilities can create value. - Identify potential upsell and expansion opportunities and work with the appropriate teams to convert those opportunities. - Participate in customer expansion conversations and product demonstrations. - Commission opportunities may be available for qualified upsell and expansion activity. ### Requirements # **What We're Looking For** ### **Must-Have Qualities** - **High ownership:** You take responsibility for outcomes rather than waiting to be told what to do. - **Customer obsessed:** You genuinely care about solving customer problems and making customers successful. - **Highly detail-oriented:** You catch small issues before they become larger problems. - **Technically curious:** You don't need to be a software engineer, but you should be comfortable learning technical concepts and experimenting with APIs, integrations, automation, and AI tools. - **Fast learner:** You can quickly learn a new product, understand how it works, and figure out how to apply it to different customer scenarios. - **Resourceful:** You are comfortable operating with limited guidance and finding answers independently. - **Strong communicator:** You can translate complex customer needs into clear requirements for Product and Engineering teams. - **Strong problem solver:** You can break ambiguous customer problems into practical solutions. - **Organized and structured:** You can manage multiple customers, requests, projects, and follow-ups without losing track of details. - **Commercially minded:** You understand that successful customers can lead to retention, expansion, and revenue growth. ### **Technical Curiosity** Experience or familiarity with any of the following is a strong advantage: - SaaS products - AI tools and LLMs - Prompt engineering - APIs - Webhooks - Zapier or workflow automation platforms - Scripting - CRM or customer success platforms - No-code/low-code tools - Technical product implementation - Product management or requirements gathering ## **Qualifications** ### **Required Qualifications** - 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 the ability to communicate effectively with both customers and technical teams. - Demonstrated ability to own customer issues from start to finish, including identifying the problem, finding a solution, coordinating internally, and following through to resolution. - Highly organized and detail-oriented, with strong follow-up and project management skills. - Strong problem-solving and analytical skills; able to break down ambiguous problems and determine practical solutions. - 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 the ability to write, test, and improve prompts. - Ability to translate customer workflows and business requirements into clear product requirements, specifications, and actionable tasks for Product and Engineering teams. - Comfortable working in a fast-paced, high-growth environment with limited guidance and changing priorities. - Demonstrated resourcefulness and initiative; able to research, experiment, and find solutions independently. - Customer-oriented mindset with the ability to understand customer goals and identify opportunities to increase product adoption and value. - Commercial awareness and willingness to participate in upselling and account expansion opportunities. - Ability to manage multiple customer requests, projects, and priorities simultaneously without losing attention to detail.