Forward Deployed Product Manager

Description

The company builds AI that handles complex, high-volume customer support for fintech, healthtech, marketplace and delivery businesses.

Unlike basic chatbots, it resolves tickets, frees support teams from repetitive work and changes what software can do in support.

Customers include large telehealth, fintech and marketplace companies in the US and Australia, many handling more than a million support tickets a year.

The company is a Series A business headquartered in Sydney, with teams in the US and UK. It has raised over $50M USD from three of Australia's top VC funds, with angel backing from operators and founders of well-known tech companies.

Customers bring their hardest support problems, such as a stolen card, a disputed payment or a patient asking about a prescription, in regulated settings where small errors are costly. The AI manages the full lifecycle of each interaction across channels and systems, follows each customer's policies and hands off to a human when needed.

As a Forward Deployed Product Manager, you will manage a set of growth accounts and the results they get from the AI. You will agree the implementation plan with your Forward Deployed Engineer, take each customer live and keep finding expansion as their use grows. You will be the expert customers turn to, and you will train their teams to build and improve the product themselves.

Much of the job happens in the product itself. You will build, test and ship changes, using the company's forward deployed agent and Claude Code to investigate issues and release fixes without waiting on engineers for each change. You will also run each account like a business, tracking usage against the contract and spotting the next expansion.

When a problem recurs across customers, you will make sure it gets fixed once, at the source.

Responsibilities

• Lead customer deployments, aligning the customer's team and the company's engineers on priorities and what success looks like.
• After launch, own a portfolio of growth accounts, covering AI performance, product usage, retention and account growth.
• Investigate where the AI can improve, then build and deploy fixes to production, setting direction with your Forward Deployed Engineer.
• Train each customer's team to build, test and improve the AI on their own, so they get more value every month.
• Identify the next use case in each account and make the case for expansion.
• Bring Product the customer-backed problems that matter most, and follow them through until they ship.
• Example projects: a voice agent that books live currency trades by phone, from verifying the caller's identity to confirming the trade; a 24/7 phone line for a fintech that replaces cards and opens fraud cases with no human in the loop; automated identity document checks for a money transfer app that catch forged documents faster than human reviewers; a new way to verify locked-out customers by matching a code sent from a linked social account; a retention flow that offers a cancelling customer a deal that fits the business's rules.

Requirements

• 2+ years of owning customer outcomes in account management, customer success, consulting, implementation, product or operations. What matters is that you were accountable for the result, not your title.
• A record of earning the trust of senior customer leaders and growing those accounts over time.
• Experience at a startup or scale-up, where you build the process while you run it.
• Hands-on experience building with AI, and an honest view of what worked and what did not.
• Able to dig into API documentation, conversation logs and usage data to find root causes without waiting for someone else.
• Experience helping customers or colleagues get real value from a complex product, beyond basic feature walkthroughs.
• Bonus: experience in fintech, healthcare or another regulated industry.
• Bonus: experience shaping a product roadmap using evidence from customers.
• Bonus: experience deploying an AI product tied to a measurable business outcome.

Conditions

Hybrid, with four days a week in the New York office and travel to customers about once a quarter.

Reports to the Head of Forward Deployed for North America.

Hiring starts with a couple of informal conversations, followed by a paid work trial of about two days on real problems with the team.

Applicants from underrepresented backgrounds are encouraged to apply even if they do not meet every requirement.

Benefits

• Base salary, equity and variable pay tied to your results.
• Flexible working hours.
• Promotions happen when you are ready. Leadership reviews strong performers every six weeks rather than waiting for a fixed review window.
• Unrestricted access to AI tools, including Claude Code, with no usage limits.
• A company-wide trip to Hawaii twice a year.
• A low-ego, high-trust culture that values user focus and eagerness to learn over traditional credentials.
• Real scope to shape the product and the company.