Customer Success, Product Manager

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

📋 Description

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

• Manage customer requests from the initial inquiry to final resolution.

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

• Enhance customer adoption, engagement, and overall satisfaction.

• Assist customers in leveraging the platform's full potential.

• Spot expansion opportunities and suggest higher-tier plans or additional features.

• Become a proficient user of Central products and their integrations.

• Develop and configure customer workflows, incorporating AI prompts, webhooks, APIs, Zapier, scripting, automation, account settings, and AI-powered agents.

• Diagnose implementation issues and ascertain whether they necessitate configuration changes, workflow adjustments, or product enhancements.

• Experiment with product functionalities and pinpoint practical use cases for customers.

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

• Engage in discussions with customers to comprehend their workflows, requirements, and expected outcomes.

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

• Collaborate with Product and Engineering teams to relay requirements and facilitate the implementation process.

• Recognize recurring customer challenges and opportunities for product improvements.

• Take part in feature development and prioritization discussions.

• Utilize AI tools for research, prototyping, prompt enhancement, workflow creation, and solution acceleration.

• Create tailored product demonstrations and examples for customers.

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

• Set up customer accounts and maintain documentation of requirements, workflows, configurations, and outstanding items.

• Oversee customer documentation and communicate requests and commitments internally.

• Identify upsell and expansion prospects, and take part in discussions and product demonstrations related to expansion.

⛳️ Requirements

• 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 client-facing role.

• Experience with SaaS or technology products, ideally in a fast-paced or startup environment.

• Exceptional written and verbal communication skills for interacting with customers and technical teams.

• Proven ability to manage customer issues from inception to resolution.

• Highly organized and detail-oriented, possessing strong follow-up and project management capabilities.

• Strong analytical and problem-solving skills.

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

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

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

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

• Comfortable working in a dynamic, high-growth environment with limited supervision and shifting priorities.

• Demonstrated resourcefulness and initiative.

• Customer-focused mindset with the ability to identify opportunities for increased product adoption and value.

• Commercial awareness and readiness to engage in upselling and account expansion.

• Capacity to manage multiple customer requests, projects, and priorities concurrently.

• Strong advantage: familiarity with SaaS products, AI tools and LLMs, prompt engineering, APIs, webhooks, Zapier, scripting, CRM/customer success platforms, no-code/low-code tools, technical product implementation, product management, or requirements gathering.

🏝️ Benefits

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