Customer Success, Product Manager

• Respond to customer inquiries and requests, removing onboarding and adoption blockers
• Own customer requests from initial inquiry through resolution
• Build customer relationships and understand their 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, AI-powered workflows, and agents
• Use AI prompting, APIs, webhooks, Zapier, scripting, automation, and account configuration
• Troubleshoot implementations and determine configuration, workflow, or product solutions
• Experiment with product capabilities and identify 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 on customer requirements and solutions
• Identify recurring customer pain points and provide input on feature development and prioritization
• Use AI tools to research, prototype, improve prompts, and build workflows
• Develop customer-specific product demos, guides, documentation, and enablement materials
• Configure customer accounts and manage customer documentation
• Maintain records of requirements, configurations, workflows, and outstanding items
• Document and communicate customer requests and commitments
• Participate in customer expansion conversations and product demonstrations

• 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 organizational, follow-up, project management, problem-solving, analytical, and detail-oriented skills
• Ability to learn new software, technologies, and systems independently
• 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
• Ability to work in a fast-paced, high-growth environment with limited guidance and changing priorities
• Resourcefulness and initiative
• Customer-oriented mindset and commercial awareness
• Willingness to participate in upselling and account expansion opportunities
• Ability to manage multiple customer requests, projects, and priorities simultaneously
• Technical curiosity 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

• Commission opportunities may be available for qualified upsell and expansion activity
• Remote work arrangement