Must-Have Qualities
- High ownership: You take responsibility for outcomes rather than waiting to be told what to do.
- Customer obsessed: You genuinely care about solving customer problems and making customers successful.
- Highly detail-oriented: You catch small issues before they become larger problems.
- Technically curious: You don't need to be a software engineer, but you should be comfortable learning technical concepts and experimenting with APIs, integrations, automation, and AI tools.
- Fast learner: You can quickly learn a new product, understand how it works, and figure out how to apply it to different customer scenarios.
- Resourceful: You are comfortable operating with limited guidance and finding answers independently.
- Strong communicator: You can translate complex customer needs into clear requirements for Product and Engineering teams.
- Strong problem solver: You can break ambiguous customer problems into practical solutions.
- Organized and structured: You can manage multiple customers, requests, projects, and follow-ups without losing track of details.
- Commercially minded: You understand that successful customers can lead to retention, expansion, and revenue growth.
Technical Curiosity
Experience or familiarity with any of the following is a strong advantage
- SaaS products
- AI tools and LLMs
- Prompt engineering
- APIs
- Webhooks
- Zapier or workflow automation platforms
- Scripting
- CRM or customer success platforms
- No-code/low-code tools
- Technical product implementation
- Product management or requirements gathering
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related technical field.
- 2+ years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a similar customer-facing role.
- Experience working with SaaS or technology products, preferably in a fast-growing or startup environment.
- Strong written and verbal communication skills, with the ability to communicate effectively with both customers and technical teams.
- Demonstrated ability to own customer issues from start to finish, including identifying the problem, finding a solution, coordinating internally, and following through to resolution.
- Highly organized and detail-oriented, with strong follow-up and project management skills.
- Strong problem-solving and analytical skills; able to break down ambiguous problems and determine practical solutions.
- Comfortable learning new software, technologies, and systems independently.
- Strong technical aptitude and willingness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms.
- Familiarity with AI tools and LLMs, including the ability to write, test, and improve prompts.
- Ability to translate customer workflows and business requirements into clear product requirements, specifications, and actionable tasks for Product and Engineering teams.
- Comfortable working in a fast-paced, high-growth environment with limited guidance and changing priorities.
- Demonstrated resourcefulness and initiative; able to research, experiment, and find solutions independently.
- Customer-oriented mindset with the ability to understand customer goals and identify opportunities to increase product adoption and value.
- Commercial awareness and willingness to participate in upselling and account expansion opportunities.
- Ability to manage multiple customer requests, projects, and priorities simultaneously without losing attention to detail.
Ideal Candidate
You might be a great fit for this role if you are someone who sees a customer problem and thinks:
"Let me figure out how we can solve this."
You enjoy talking to customers, but you also enjoy getting your hands dirty inside the product. You can jump from a customer call to configuring an integration, then work with an engineer on a product requirement, build an AI-powered demo, and follow up with the customer—all while keeping track of the details.
You are comfortable with ambiguity, energized by fast-moving environments, and excited by the opportunity to help shape both the customer experience and the product itself.