Customer Success, Product Manager

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

📋 Description

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

• Take ownership of customer requests from the first inquiry to resolution.

• Cultivate customer relationships and comprehend their business workflows, objectives, and challenges.

• Enhance customer adoption, engagement, and satisfaction levels.

• Assist customers in maximizing platform capabilities and identifying opportunities for expansion.

• Achieve expertise in Central products and integrations.

• Design and configure customer workflows, accounts, and AI-powered agents.

• Utilize AI prompting, APIs, webhooks, Zapier, scripting, automation, and integrations.

• Troubleshoot implementations and find solutions related to configuration, workflows, or products.

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

• Conduct discussions with customers to translate their needs into product requirements, user stories, specifications, and implementation details.

• Collaborate with Product and Engineering teams on customer needs and feature development.

• Leverage AI tools for research, prototyping, improving prompts, and accelerating customer solutions.

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

• Keep precise records of customer requirements, configurations, workflows, and outstanding items.

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

• Identify and assist with upsell and expansion opportunities.

• Engage in customer expansion discussions and product demonstrations.

⛳️ Requirements

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

• 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 fast-growing or startup setting.

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

• Capability to manage customer issues from identification through to resolution.

• Strong organizational, detail-oriented, follow-up, and project management skills.

• Proficient problem-solving and analytical abilities.

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

• Strong technical aptitude and eagerness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms.

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

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

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

• Demonstrated resourcefulness and initiative.

• Customer-focused mindset and commercial awareness.

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

• 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 a plus.

🏝️ Benefits

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