Customer Success & Product Manager

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.

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.