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Senior Product Manager, AI CSM

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full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $138,000 - $221,000 per year

Job Level

Senior

About the role

  • Define the vision and roadmap for the AI CSM: a proactive, data-driven agent that supports customers across onboarding, adoption, performance optimization, and expansion
  • Identify the highest-leverage customer moments where AI can drive measurable improvements in activation, product adoption, retention, and growth
  • Partner with GTM, Care, and CSM teams to design a hybrid success model that balances automation with high-touch engagement
  • Develop experimentation frameworks to evaluate impact on adoption, retention, expansion, and customer health
  • Define quality standards for AI-driven guidance, ensuring accuracy, trust, and brand alignment
  • Work closely with AI/ML, Engineering, Design, and Analytics to ship experiences that operate reliably at scale
  • Establish feedback loops from customers and internal teams to continuously improve agent performance
  • Ensure responsible AI practices, including transparency, guardrails, and clear escalation paths to human teams

Requirements

  • 4+ years of product management experience, ideally with ownership of growth, customer success, or AI-powered systems
  • Experience launching 0→1 products and scaling them through iteration and measurable impact
  • Experience building products that leverage behavioral data, personalization, or recommendation engines
  • Strong understanding of SaaS customer lifecycle metrics (activation, engagement, retention, expansion, churn)
  • Technical fluency: comfortable working closely with ML engineers, understanding data models, experimentation frameworks, APIs, LLMs, and production AI systems
  • Strong systems thinking, able to connect product usage signals, business outcomes, and customer workflows
  • Proven ability to operate cross-functionally across Product, Engineering, Design, Data, Sales, and Customer Success
  • A deep customer mindset: excited about building AI that genuinely improves how restaurants run their businesses.
Benefits
  • Competitive compensation and benefits programs
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
  • Bonuses
  • Stock options
  • Equipment allowances
  • Wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product managementAI-powered systemsexperimentation frameworksbehavioral datapersonalizationrecommendation enginesSaaS customer lifecycle metricsdata modelsAPIsLLMs
Soft Skills
systems thinkingcross-functional collaborationcustomer mindset