Product Manager, Customer Success Engineering

Product management experience in a SaaS or technology-driven company, ideally building user acquisition capabilities or AI-powered tools that support GTM teams. Strong ability to translate across technical and non-technical domains. Strong analytical skills, with a track record of using data, customer insights, and systems thinking to inform decisions. Ability to independently drive initiatives and manage multiple priorities. Strong leadership and decision-making abilities. Exceptional communication, strategic thinking, and execution skills. Familiarity with AI-powered help desk platforms (e.g., Fin, Zendesk AI) is highly desired. Experience building LLM-powered products is highly desired.

Lead end-to-end product development for AI-powered Support agent and internal product for the Support team. Own product discovery and delivery from strategy to execution, aligning cross-functional teams. Define and execute the roadmap for improving support efficiency and productivity. Monitor and report on performance of initiatives to senior leadership. Collaborate with Customer Success Leadership, Revenue Operations, and CX Product Managers to prioritize key strategies.