Customer Success & Product Manager

Hidden Jobs; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Upsell commissions

Autonomy in high-ownership environment

Job summary

Hidden Jobs is seeking a hybrid Customer Success professional to join a SaaS team building AI-powered workflow software. You will move between customer calls, configuration tasks, and product discussions to drive adoption and feedback.

You will own inquiries end-to-end, configure workflows, and work with APIs, webhooks, and automation to deliver solutions while translating client needs into product requirements. This role emphasizes ownership, cross-functional impact, and growth opportunities.

Qualifications

• 2+ years in customer success, solutions consulting, product management, SaaS implementation, technical support, or a related customer-facing role.
• Background 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.

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

Skills

Customer success

Solutions consulting

Product management

SaaS implementation

Technical support

Education

CS/Engineering background

Tools

APIs

Webhooks

Scripting

AI platforms

Job description

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