Product & Customer Success Manager

4 days ago

Gurgaon, Haryana, India Zenafide Full time US$ 1,00,000 - US$ 1,50,000 per year

ZENAFIDE
We're an innovative, early-stage technology startup with $1M in ARR and a small, agile team. We're on a mission to redefi ne manual, tedious, and error-prone processes in highly regulated environments through cutting-edge AI-powered solutions.

LOCATION
Remote (India; must cover some overlap with US business hours)

THE POSITION
Product & Customer Success Manager

WHY YOU'LL LOVE WORKING HERE
Join us at a pivotal growth moment—with a healthy pipeline of early customers, you'll own their success from day one and shape the evolution of our solution. You'll learn at rocket speed and collaborate closely with our founders as we scale.

SUCCESS METRICS
● Lead 2–3 large enterprise client onboardings per quarter, with expectations to scale rapidly.
● Target average time-to-value of 3 months, with initiatives to identify and implement acceleration opportunities.
● Implement pre-release QA processes to limit post-launch defects.
● Establish and report health-score tracking and NPS baseline with leadership to ensure strong adoption and retention trends.

ROLE RESPONSIBILITIES
● Customer-facing Project Management: Lead end-to-end customer onboarding and implementation projects, coordinating across teams to ensure on-time delivery and an exceptional experience.
● AI Prompt Development: Build and refi ne AI-driven prompts to automate rule creation in compliance workfl ows, enabling effi cient, non-engineer-led confi gurations.
● Customer-Driven Product Strategy: Champion UX best practices, translate customer feedback into actionable product improvements, and drive adoption.
● Roadmap & Prioritization: Partner with product leadership to prioritize features based on customer impact, usage data, and strategic goals.
● Manual QA Testing: Defi ne, execute, and maintain test cases to catch and report bugs pre-release, ensuring high-quality launches. Support engineering eff orts to automate QA tests.
● Agile Multi-Objective Support: As one of the initial Customer Success team members, fl ex between tactical execution (ticket resolution, training documentation) and strategic initiatives (process design, roadmap contributions).
● [Future Opportunity] People Management: Recruit, mentor, and manage support and success team members as the function scales.

MINIMUM REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
● 5–7 years of experience in B2B SaaS roles combining customer success, product management, or project management.
● Startup experience preferred, comfortable wearing many hats in a small team.
● Demonstrated customer-facing project management in a remote or distributed environment.
● Experience working with large enterprise clients within the US.
● Hands-on experience building and refi ning AI prompts for rule automation.
● Experience defi ning and tracking customer health scores, NPS, churn indicators, and upsell motions.
● Strong team leadership capabilities. Previous people management experience, preferred.
● Practical manual QA skills with tools like Jira or Linear.

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