Forward Deployed Product Manager

Description

The company builds AI that handles complex, high-volume customer support for fintechs, healthtechs, marketplaces and delivery services. The product resolves tickets itself rather than acting as a basic chatbot, freeing support teams for other work.

The company has raised over $50M USD from QED, Blackbird and Square Peg, and has backing from operators including Claire Hughes Johnson (former Stripe COO) and Cristina Cordova (Linear COO), plus founders of Canva, Atlassian and Airwallex. It is the first company since Canva to receive early-stage funding from all three of Australia's top VC funds.

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

The company is at Series A and is headquartered in Sydney, with teams in the US and UK.

Customer work covers hard cases such as a stolen card, a disputed payment or a patient asking about a prescription, in regulated settings where mistakes are costly. Concierge, the company's product, handles the full customer interaction across channels and systems, follows each customer's policies and hands off to a human when needed.

Responsibilities

• Lead deployments for your customers, getting their teams and the company's engineers aligned on priorities and on what success looks like.
• Manage a portfolio of growth accounts after launch, covering Concierge performance, product usage, retention and account growth.
• Find where Concierge can be improved, build and deploy the fixes to production, and set the direction of each deployment with your Forward Deployed Engineer.
• Train each customer's team to build, test and improve Concierge themselves so they get more value each month.
• Identify the next use case in each account and make the case for expansion.
• Take the problems that matter most to Product, backed by customer evidence, and follow them through to release.
• Example projects: build a voice agent that books live currency trades by phone, from identity check to trade confirmation; run Concierge as a fintech's 24/7 phone line that replaces cards and opens fraud cases without a human involved; automate identity document checks for a money transfer app, catching forged documents faster than human reviewers; design a way to verify a locked-out customer by matching a code sent from a linked social account; teach Concierge to win back a customer who wants to cancel, using an offer that follows the business's rules.

Requirements

• You have 2+ years owning customer outcomes in account management, customer success, consulting, implementation, product or operations. What matters is that you were accountable for the result, not the job title.
• You have earned the trust of senior customer leaders and grown those accounts over time.
• You have worked at a startup or scale-up and can build process while running it.
• You have built things with AI yourself and can explain honestly what worked and what did not.
• You can work through API docs, conversation logs and usage data to find what is going wrong, without waiting for someone else to find it.
• You have helped customers or colleagues get real value from a complex product, not just show them where things are.
• Bonus, if you have worked in fintech, healthcare or another regulated industry.
• Bonus, if you have shaped a product roadmap using customer evidence.
• Bonus, if you have deployed an AI product and linked it to a measurable business outcome.

Conditions

The role is a Forward Deployed Product Manager, with time split between customer deployments and hands-on product work: building, testing and shipping changes yourself.

You will use Coach, the company's forward deployed agent, and Claude Code to investigate problems, test changes and ship improvements without depending on engineers for every change.

You will run each account as a business, tracking usage against the contract.

Hours are flexible.

The company holds a team gathering in Hawaii twice a year.

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

The company welcomes applicants from underrepresented backgrounds, including people who do not meet every listed requirement.

Benefits

• Unrestricted access to AI tools with no usage limits, including Claude Code.
• Promotions are considered whenever you are ready, with leadership reviewing strong performers every six weeks rather than on a fixed annual review.
• Twice-yearly company trip to Hawaii.
• Real scope to shape the product and the company.