Customer Success Manager – Product

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address customer inquiries and requests, effectively removing barriers to onboarding and adoption.

• Manage customer requests from the initial inquiry until resolution.

• Cultivate customer relationships and gain insights into their businesses, workflows, objectives, and challenges.

• Enhance customer adoption, engagement, and overall satisfaction.

• Assist customers in maximizing the platform's functionalities.

• Identify opportunities for expanding customer usage and recommend higher-tier plans or additional features.

• Become proficient in Central products, advanced functionalities, and integrations.

• Construct and configure customer workflows.

• Engage with AI prompting, prompt optimization, webhooks, APIs, Zapier, scripting, automation, account configuration, and AI-driven workflows and agents.

• Troubleshoot implementations and assess whether issues stem from configuration, workflow modifications, or product enhancements.

• Experiment with product capabilities to uncover practical customer use cases.

• Develop proofs of concept, demonstrations, and tailored solutions.

• Engage in customer discussions to gather insights about workflows, requirements, and desired outcomes.

• Convert customer needs into product requirements, user stories, specifications, and implementation details.

• Collaborate with Product and Engineering teams on customer requirements and solutions.

• Recognize recurring challenges and opportunities for product improvement.

• Provide customer-driven feedback for feature development and prioritization.

• Maintain communication with customers and internal teams throughout the development and implementation phases.

• Utilize AI tools to research, prototype, enhance prompts, build workflows, and expedite solutions.

• Create product demonstrations and customer-facing examples.

• Experiment with AI tools, techniques, integrations, and product functions.

• Produce customer-facing guides, documentation, specifications, and enablement materials.

• Adjust and configure customer accounts as needed.

• Oversee customer documentation, contracts, specifications, guides, requirements, and implementation materials.

• Keep accurate records of customer requirements, configurations, workflows, and outstanding tasks.

• Document and relay customer requests and commitments to internal teams.

• Identify opportunities for upselling and expansion.

• Take part in customer expansion discussions and product demonstrations.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related technical discipline.

• A minimum of 2 years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a comparable customer-facing role.

• Experience with SaaS or technology products, ideally in a rapidly growing or startup environment.

• Excellent written and verbal communication skills for interactions with customers and technical teams.

• Capability to manage customer issues from identification to resolution.

• Strong organizational skills, attention to detail, follow-up, and project management abilities.

• Solid problem-solving and analytical skills.

• Ability to independently learn new software, technologies, and systems.

• Technical proficiency and readiness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms.

• Familiarity with AI tools and LLMs, including writing, testing, and improving prompts.

• Capacity to translate customer workflows and business needs into product requirements, specifications, and actionable tasks.

• Comfort operating in a fast-paced, high-growth environment with limited guidance and shifting priorities.

• Resourcefulness and initiative.

• Customer-centric mindset and commercial awareness.

• Ability to engage in upselling and account expansion opportunities.

• Proficiency in managing multiple customer requests, projects, and priorities concurrently.

🏝️ Benefits

• Commission opportunities may be available for qualified upselling and expansion activities.

• Remote work arrangement.