Customer Success & Product Manager

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.