Customer Success, Product Manager

• 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

• 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

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