Senior 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 end to end rather than acting as a basic chatbot.

The company is Series A and backed by over $50M USD from QED, Blackbird and Square Peg, with operator backers including Claire Hughes Johnson (ex-Stripe COO) and Cristina Cordova (Linear COO), and 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 headquartered in Sydney, with teams in the US and UK.

The role works with the largest customers on their hardest support cases, such as a stolen card, a disputed payment or a patient asking about a prescription. These are highly regulated settings where small errors 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.

As a Senior Forward Deployed Product Manager, you own a small number of strategic accounts and the results Concierge delivers for them. You set the implementation plan with your Forward Deployed Engineer, take each customer live and keep finding expansion as their use grows. You are the executive contact customers call, and you lead decisions on what Concierge takes on next.

Much of the work happens in the product. You build, test and deploy changes yourself, using Coach (the forward deployed agent) and Claude Code to investigate issues, test fixes and ship improvements without depending on engineers for every change. You run each account like a business, growing usage against the contract and tracking where the next expansion will come from.

When a problem recurs across customers, you make sure it is fixed once, then turn what you learned into playbooks and coaching for later FDPMs. You also help shape how the company manages its largest customers as it grows.

Responsibilities

• Lead deployments for the largest customers, getting executives and engineers aligned on priorities and success criteria.
• Own a small number of strategic accounts after launch, covering Concierge performance, product usage, retention and growth.
• Find where Concierge falls short, build and ship fixes to production, and set direction for the deployment with your FDE.
• Identify the next use case with each customer's executives and make the case for expansion.
• Move each deployment through the customer's procurement, security and legal reviews.
• Coach FDPMs and convert your learnings into playbooks and tools.
• Take the most important problems, backed by customer evidence, to Product and track them until they ship.
• Example projects: build a voice agent that books live currency trades by phone, from verifying the caller's identity to confirming the trade; run Concierge as a fintech's 24/7 phone line that replaces cards and opens fraud cases with no human involved; automate identity document checks for a money transfer app so forged documents are caught faster than human reviewers manage; design a new way to verify a locked-out customer by matching a code sent from a linked social account; teach Concierge to retain customers who want to cancel, using an offer that fits the business's rules.

Requirements

• 6+ years of owning high-stakes customer outcomes in account leadership, product, consulting, a forward-deployed role or as a founder. What matters is that you were accountable for the result, not the job title.
• Built trusted relationships with executives at enterprise customers and grown those accounts through renewals and expansions.
• Worked at a startup or scale-up and enjoy building process while running it.
• Have built with AI yourself and can explain honestly what worked and what didn't.
• Can dig into API docs, conversation logs and usage data to find what is going wrong without waiting for someone else.
• Have made the people around you better, through managing or by building the systems they depend on.
• Nice to have: experience in fintech, healthcare or another regulated industry.
• Nice to have: experience shaping a product roadmap using customer evidence.
• Nice to have: experience deploying an AI product and linking it 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.

Base salary, equity and variable pay tied to results.

Recruitment: a couple of informal conversations, then a paid work trial of about two days on real problems with the team.

The company encourages applications from underrepresented backgrounds, including those who do not meet every requirement.

Benefits

• Performance is recognised in real time. Leadership meets every six weeks to identify strong performers, so promotions come when you are ready rather than at a set review.
• Unrestricted access to AI tools with no usage limits, including Claude Code. Everyone at the company uses AI daily.
• Twice-yearly company trip to Hawaii to build together and meet in person.
• Flexible hours and 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 as a Series A team moving quickly.