This role will focus on supporting the company's product health check program and helping translate customer usage and feedback into actionable insights. You’ll become a product expert and work closely with our VP of Product and Customer Success to ensure the voice of the customer is reflected in our roadmap and priorities.
Key Responsibilities
Prepare and Execute Product Health Checks.
Pull usage and configuration data to identify trends, risks, and opportunities for improvement.
Apply strong analytical thinking to interpret patterns in customer behavior, configuration effectiveness, and adoption.
Meet with customers to deliver insights in a compelling manner, encouraging action and deeper engagement.
Educate customers on recently released and upcoming features, highlighting relevant use cases and potential value.
Maintain a deep understanding of the company's product, roadmap, and customer scenarios to effectively connect business use cases with platform capabilities.
Manage Configuration and Integration Projects.
Maintain a central list of customer projects identified during health checks.
Coordinate with internal teams and customer contacts to track timelines and action items.
Create clarity around project status through documentation and proactive updates.
Translate technical concepts into business terms for customer stakeholders.
Create Clear Product Communications.
Help craft customer-facing updates about new features, usage tips, and best practices.
Tailor messaging to different audiences, from daily users to business and IT stakeholders.
Collect and Share Customer Feedback.
Gather insights during customer calls or from support trends by asking thoughtful, probing questions to uncover the root cause of problems or specific needs.
Organize and share feedback with the Product team to inform priorities and feature planning.
What We’re Looking For
3+ years of experience in a customer success, product support, or project coordination role in an enterprise SaaS environment.
A strong analytical mindset with the ability to interpret data and translate insights into meaningful actions.
Deep curiosity and eagerness to learn the company's product inside and out, including its roadmap and use cases.
Ability to understand customer use cases and connect them with appropriate product features and configurations.
Strong written and verbal communication skills—you enjoy translating technical information into clear, helpful messaging.
Curious, organized, and detail-oriented. You follow through on tasks and manage multiple priorities effectively.
Energized by helping customers and collaborating with internal teams to find solutions.
Our Values in Action
Transparency – Communicate openly, clearly, and consistently.
Ownership – Take responsibility and keep others informed.
Be a Reductionist – Simplify complexity to drive better outcomes.
Write It Down – Document to ensure shared understanding.
No Drama – Focus on facts and pragmatic problem-solving.
Do the Right Thing – Act with integrity and care.
Win More – Continuously learn, improve, and help others succeed.
What We Offer
Competitive salary and benefits.
A collaborative, flexible work environment.
A culture that values innovation, curiosity, and continuous learning.
The opportunity to grow into a leadership role and help shape how we support and engage with customers through the product.