Customer Success & Product Manager (copy)

Role overview A hybrid customer-success, product, and solutions-engineering role on a fast-growing SaaS platform. The holder partners directly with customers to understand their workflows, configures integrations and AI-powered automations on their behalf, and channels feedback into product and engineering improvements. It suits someone equally comfortable on a customer call and inside the product building demos and prototypes.

Responsibilities - Own customer requests from first inquiry through resolution, removing blockers during onboarding and adoption. - Build strong customer relationships and proactively identify opportunities to expand usage and value. - Configure workflows, integrations, and automations on behalf of customers using APIs, webhooks, Zapier, scripting, and AI-powered agents. - Troubleshoot implementations, distinguishing configuration issues from genuine product gaps. - Translate customer workflows and feedback into clear requirements, specs, and demos for product and engineering teams. - Identify upsell and expansion opportunities and participate in those conversations.

Requirements - 2+ years in customer success, account management, solutions consulting, product management, SaaS implementation, technical support, or a comparable customer-facing role, ideally in a startup or fast-growing environment. - Strong written and verbal communication, with the ability to translate between customer needs and technical teams. - Demonstrated ownership of customer issues from problem definition through resolution and follow-up. - Comfort working with APIs, webhooks, integrations, automation tools, scripting, and AI or LLM platforms, including prompt design and iteration. - Highly organised and detail-oriented, able to manage multiple customers, projects, and priorities in a fast-paced setting.

Nice to have - Background in engineering, information systems, or a related technical field. - Commercial awareness and prior participation in upsell or account-expansion motions.

Benefits and work setup - High-ownership role within a fast-growing team, with visibility across customer success, product, and engineering. - Commission opportunities may be available for qualified upsell and expansion activity.