Customer Success, Product Manager

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

📋 Description

• Respond to customer inquiries and requests while eliminating onboarding or adoption obstacles.

• Take ownership of customer inquiries from the initial contact through to resolution.

• Develop and nurture customer relationships, gaining insights into their businesses, workflows, objectives, and challenges.

• Enhance customer adoption, engagement, and satisfaction levels.

• Assist customers in maximizing the platform's capabilities.

• Recognize opportunities for usage expansion and higher-tier plans.

• Become a proficient user of Central products and integrations.

• Construct and configure customer workflows and accounts.

• Utilize AI prompting, APIs, webhooks, Zapier, scripting, automation, and AI-driven workflows and agents.

• Troubleshoot implementations to determine configuration, workflow, or product solutions.

• Experiment with product features and identify relevant customer use cases.

• Develop proof-of-concepts, demos, and tailored solutions.

• Engage in discussions with customers to understand their workflows, requirements, and desired outcomes.

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

• Collaborate with Product and Engineering teams to convey requirements and facilitate implementation.

• Identify recurring challenges and opportunities for product improvement.

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

• Leverage AI tools for research, prototyping, prompt enhancement, and workflow construction.

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

• Oversee customer documentation, requirements, configurations, workflows, and outstanding items.

• Spot upsell and expansion opportunities and engage in related conversations and product demonstrations.

⛳️ Requirements

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

• 2+ years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a similar customer-facing position.

• Background in working with SaaS or technology products, ideally in a fast-paced or startup setting.

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

• Capable of managing customer issues from identification to resolution.

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

• Strong problem-solving and analytical skills.

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

• Technical aptitude and a willingness to engage with APIs, webhooks, integrations, automation tools, scripting, and AI platforms.

• Familiarity with AI tools and LLMs, including crafting, testing, and refining prompts.

• Skill in translating customer workflows and business requirements into product requirements and actionable tasks.

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

• Resourceful and proactive mindset.

• Customer-oriented approach and commercial awareness.

• Ability to manage multiple customer requests, projects, and priorities simultaneously.

• Experience or familiarity with SaaS products, AI tools, LLMs, prompt engineering, APIs, webhooks, Zapier, scripting, CRM/customer success platforms, no-code/low-code tools, technical product implementation, or product management is a plus.

🏝️ Benefits

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

• Remote work arrangement.