Product Manager, Customer Experience

Product Manager, Customer Experience at Cassidy

Cassidy is an innovative no-code platform enabling businesses to create custom AI assistants that automate complex workflows. We're looking for a passionate Product Manager, Customer Experience to join our team and help users unlock more value from Cassidy.

About the Role:

As the Product Manager, Customer Experience at Cassidy, you will take on a dynamic role focused on enhancing customer interactions and maximizing value for users on our platform. In this role you'll become a product expert, leading initiatives to educate and support clients, establish and own customer success processes, and collaborate closely with cross-functional teams, including sales, marketing, and engineering to drive business growth.

Responsibilities:

1. Become a Product Expert
   • Develop a deep understanding of all features and best practices
   • Be the go-to resource for customers with product questions.
2. Assist Users in Unlocking More Value
   • Develop initiatives to guide customers on the best ways to use Cassidy.
3. Oversee Customer Inquiries & Feedback
   • Triage, escalate, and manage critical customer issues, maintaining high service standards.
4. Own User Education
   • Develop and maintain high-quality resources, documentation, and tutorials to assist users in understanding and effectively using the product.
5. Drive Revenue Growth
   • Collaborate with Sales and Marketing to identify customer expansion opportunities and bring them to life.
6. Champion Customer Delight
   • Partner with the engineering, product, and design teams to guide the product roadmap and remove friction for customers.
7. Nurture Customer Relationships
   • Grow a community of users who want to share their stories through case studies, testimonials, and other social proof.

Ideal Qualifications:

• BA/BS degree or equivalent experience required, technical background strongly preferred
• At least 2+ years in consulting or Digital Product Management, ideally within a customer-centric environment or with a focus on customer support/experience.
• Proficient in AI prompting and "prompt engineering" as well as building AI workflows.
• A passion for AI and a commitment to staying up-to-date on industry trends and developments.
• Comfortable with technical products, able to communicate complex topics in simple terms to both technical and non-technical audiences.
• Deep understanding of customer behavior and a track record of successfully improving customer experience.
• Experienced in managing cross-functional stakeholders and large deployments.
• Proven ability to define complex problems, prioritize effectively, and deliver quickly, particularly in ambiguous situations.
• Able to work from NYC office 4-5 days a week
• Legally authorized to work in the United States without requiring employer sponsorship

Benefits:

• Competitive pay
• Unlimited PTO
• Medical, dental, and vision insurance
• Significant equity in a well-capitalized company on the cutting edge of AI technology
• High-trust team environment with high transparency and autonomy
• Commitment to upskilling and promoting from within as the company grows