Customer Success & Product Manager

Key Responsibilities

• Customer Success & Onboarding

Respond to customer inquiries and requests quickly and professionally, removing blockers that may delay onboarding or product adoption.

Own customer requests from initial inquiry through resolution, ensuring clear follow-through and communication.

Build strong relationships with customers and develop a deep understanding of their businesses, workflows, goals, and pain points.

Proactively identify opportunities to improve customer adoption, engagement, and satisfaction.

Help customers understand and maximize the capabilities of the platform.

Identify opportunities to expand customer usage and recommend higher-tier plans or additional capabilities when appropriate.

• Product Implementation & Technical Solutions

Become an expert user of our Central products, including advanced functionality and integrations.

Build and configure workflows on behalf of customers.

Work with advanced capabilities such as

AI prompting and prompt optimization

Webhooks

• APIs and API connections
• Zapier and other third-party integrations
• Scripting and automation
• Account and workflow configuration
• AI-powered workflows and agents

Troubleshoot customer implementations and determine whether issues can be resolved through configuration, workflow changes, or product enhancements.

Experiment with new product capabilities and determine practical use cases for customers.

Create proof-of-concepts, demos, and customized solutions that showcase the platform's capabilities.

• Customer-to-Product Feedback

Conduct calls and conversations with customers to understand their workflows, requirements, and desired outcomes.C

Translate customer needs into clear product requirements, user stories, specifications, and implementation details.

Work closely with Product and Engineering to communicate customer requirements and ensure solutions are accurately understood and implemented.

Help identify recurring customer pain points and opportunities for product improvements.

Participate in product discussions and provide customer-informed input into feature development and prioritization.

Follow up with customers and internal teams throughout the development and implementation process.

• AI & Product Enablement

Use AI tools to research, prototype, improve prompts, build workflows, and accelerate customer solutions.

Develop compelling product demos and examples tailored to specific customer use cases.

Continuously experiment with new AI tools, techniques, integrations, and product capabilities.

Stay current with developments in AI automation and identify opportunities to apply them to customer workflows.

Help create customer-facing guides, documentation, specifications, and other enablement materials.

• Account & Documentation Management

Modify and configure customer accounts within the platform as needed.

Manage the operational back-and-forth associated with customer documentation, including contracts, specifications, guides, requirements, and implementation materials.

Maintain accurate records of customer requirements, configurations, workflows, and outstanding items.

Ensure customer requests and commitments are properly documented and communicated to relevant internal teams.

• Growth & Expansion

Develop a deep understanding of each customer's business and identify opportunities where additional product capabilities can create value.

Identify potential upsell and expansion opportunities and work with the appropriate teams to convert those opportunities.

Participate in customer expansion conversations and product demonstrations.

Commission opportunities may be available for qualified upsell and expansion activity.