Customer Success & Product Manager

Role overview Join a hybrid customer success and product team at a SaaS company building AI-powered workflow software. The role combines hands-on technical work with customer-facing engagement, helping clients adopt the platform while channeling real feedback into product improvements. It is a high-ownership position suited to someone who moves comfortably between customer calls, configuration tasks, and product conversations.

Responsibilities - Own customer inquiries end-to-end, from first contact through resolution and follow-up - Build deep relationships with customers and develop insight into their workflows and goals - Configure customer accounts, build workflows, and troubleshoot integrations hands-on - Work with APIs, webhooks, Zapier, scripting, and AI-driven automation to craft solutions - Translate customer feedback into clear requirements for Product and Engineering teams - Create demos, proofs-of-concept, and custom solutions that showcase platform capabilities - Identify expansion opportunities and participate in upsell conversations when relevant

Requirements - 2+ years in customer success, solutions consulting, product management, SaaS implementation, technical support, or a related customer-facing role - Background (degree or equivalent experience) in computer science, engineering, information systems, or a related technical field - Strong written and verbal communication skills for both customer and engineering audiences - Demonstrated ability to take ownership of issues from problem definition through resolution - Technical comfort with APIs, webhooks, integrations, automation tools, scripting, and AI platforms - Familiarity with AI tools and LLMs, including writing, testing, and iterating on prompts - Highly organized and able to juggle multiple customers and projects without losing detail

Nice to have - Experience in a fast-growing startup or high-growth SaaS environment - Commercial awareness around retention, expansion, and revenue growth - Comfort handling documentation, contracts, specifications, and implementation materials

Benefits and work setup - Commission opportunities tied to qualified upsell and expansion activity - High-ownership environment with significant autonomy and cross-functional exposure