Agent Product Manager

About the role

This role is a hybrid across customer success, implementation, product, and account growth. As an Agent Product Manager, you will own the customer lifecycle for strategic Conduit accounts, including onboarding, support, optimization, retention, and expansion.

Responsibilities

• Own customer deployments from discovery through onboarding, launch, support, optimization, and expansion.
• Run customer calls, map workflows, define success criteria, and set clear expectations for launch.
• Translate customer operations into agent behavior: workflows, knowledge, escalation paths, and automation opportunities.
• Support customers after launch when agents miss context, escalate too often, fail to take action, or need workflow changes.
• Teach customers how to work with AI agents: how to guide them, when to intervene, and how to safely expand automation.
• Monitor account health, usage, automation performance, and customer sentiment.
• Identify expansion opportunities across teams, channels, workflows, and use cases.
• Turn repeated customer issues into better onboarding, product improvements, playbooks, and internal processes.
• Partner with Sales, Product, and Engineering to close customers, unblock accounts, and improve the platform.

Requirements

• 3-5 years of experience in customer success, implementation, solutions, product operations, product management, or operations at a fast-moving B2B SaaS company.
• Personal experience owning onboarding, support, retention, or expansion for business customers.
• Comfort running customer calls, asking sharp questions, and building trust with technical and non-technical stakeholders.
• Ability to understand messy business operations and turn them into workflows, decision trees, automations, and clear next steps.
• Strong product judgment: distinguishing between setup problems, workflow problems, product gaps, and expectation problems.
• Systems thinking: identifying repeatable patterns and turning what works into scalable playbooks.
• Accountability: being prepared to address customer frustrations and provide clear solutions when necessary.

Qualifications

• Experience in hospitality, proptech, fintech, financial services, or other high-volume customer operations.
• Experience with customer-facing AI tools, automation platforms, workflow builders, support platforms, or implementation-heavy SaaS.
• Familiarity with CRMs, support tools, knowledge bases, property management systems, or onboarding tools.
• Ability to write clear customer-facing content, implementation guides, internal SOPs, or playbooks.
• Comfort working with technical teams and translating customer needs into product or engineering requirements.

Skills

• Customer success, implementation, solutions, product operations, product management, or operations experience.
• Experience with customer-facing AI tools, automation platforms, workflow builders, support platforms, or implementation-heavy SaaS.
• Understanding of CRMs, support tools, knowledge bases, property management systems, or onboarding tools.
• Writing ability for customer-facing content, implementation guides, internal SOPs, or playbooks.
• Technical collaboration and requirement translation skills.

Benefits

Conduit offers competitive compensation and benefits packages tailored to each individual's needs. This includes a comprehensive benefits package that may include health insurance, retirement plans, and other perks.

Pay

$70K - $140K

Schedule

Hybrid role, combining in-person and remote work.