Customer Success – Product Manager

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

📋 Description

• Address customer inquiries and requests, eliminating onboarding and adoption obstacles.

• Manage customer requests from the initial inquiry to resolution.

• Foster customer relationships while understanding their businesses, workflows, objectives, and challenges.

• Enhance customer adoption, engagement, and satisfaction levels.

• Assist customers in maximizing the platform's capabilities.

• Identify opportunities for expansion and recommend higher-tier plans or additional features.

• Become proficient in Central products and integrations.

• Design and configure customer workflows.

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

• Troubleshoot implementations and assess whether issues involve configuration, workflow alterations, or product enhancements.

• Experiment with product functionalities and pinpoint customer use cases.

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

• Conduct customer calls to gather insights on 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 customer pain points and opportunities for product improvement.

• Engage in feature development and prioritization discussions.

• Utilize AI tools for research, prototyping, prompt enhancement, and workflow development.

• Create product demonstrations and examples tailored to specific customers.

• Develop customer-facing guides, documentation, specifications, and enablement resources.

• Configure customer accounts and maintain records of requirements, configurations, workflows, and outstanding items.

• Document and relay customer requests and commitments.

• Identify upsell and expansion opportunities and take part in 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.

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

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

• Excellent written and verbal communication abilities.

• Capability to manage customer issues from inception to resolution.

• Highly organized and detail-focused, with robust follow-up and project management skills.

• Strong analytical and problem-solving capabilities.

• Comfortable independently learning new software, technologies, and systems.

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

• Familiarity with AI tools and LLMs, including the ability to write, test, and enhance prompts.

• Ability to convert customer workflows and business requirements into clear product specifications and actionable tasks.

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

• Proven resourcefulness and initiative.

• Customer-centric mindset with commercial awareness.

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

• Experience or familiarity with 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, or product management/requirements gathering is a strong advantage.

🏝️ Benefits

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

• Remote work arrangement.