Product Success Manager Job (Remote)

Key Responsibilities:

A. Customer Success (50%)

1. Onboarding & training: Guide new clients through the onboarding process, ensuring they understand our AI product's functionality and benefits.
2. Customer engagement: Regularly check in with clients, track usage and outcomes, and develop strategies to boost adoption and satisfaction.
3. Problem-solving: Serve as the first point of contact for customer inquiries, identify potential issues early, and work to resolve them, liaising with support as necessary.
4. Feedback loop: Gather and analyse feedback from clients, advocating for customer needs within the company to drive satisfaction and retention.
5. Metrics & reporting: Track customer success KPIs (such as usage metrics) and provide insights and reports to leadership.
6. Strategy development: Develop strategies to drive customer adoption and retention, enhancing product usage and long-term satisfaction by leveraging data to identify areas for improvement.

B. Building internal tools and processes (50%)

1. Internal tools & automation: Build and automate internal tools to enhance productivity and effectiveness within the Customer Success team.
2. Product roadmap: Collaborate with cross-functional teams to contribute to the product roadmap, ensuring alignment with customer needs and market trends.
3. User research: Conduct research sessions, surveys, and interviews to better understand user needs, pain points, and desired features.
4. Engineering & product collaboration: Work closely with the engineering and product team to prioritise development efforts, ensuring timely and effective delivery of features.
5. Testing & validation: Coordinate with the QA team to test new features, gather feedback from beta users, and drive continuous improvement post-launch.
6. Product education: Support the customer success team in educating clients on new features and functionalities, creating resources where needed.

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