Agent Product Manager

Agent Product Manager About Conduit Customer conversations are where service businesses actually run. In hospitality, real estate, financial services, and other high-volume industries, the work starts in a conversation: a guest asking how to check in, a resident reporting an issue, a customer asking about a payment, a team escalating something that needs a human. Conduit came from a simple frustration: customer service is usually worst when you need it most. One moment that stuck with us was getting locked out of an Airbnb and not being able to get the right information quickly. It was exactly the kind of thing that should have been easy. Then we started seeing what the experience could feel like with Conduit. At properties using the product, guests could ask a question whenever they wanted, get an answer right away, and get routed to a human when the agent needed help. The result felt faster, calmer, and more useful than the usual support experience. That’s what’re building: AI agents that help companies run customer operations faster, more reliably, and with a better experience for the people on the other side of the conversation. Conduit helps operators build, deploy, and manage agents across the systems they already use: CRMs, property management systems, knowledge bases, communication channels, and internal tools. The hard part is helping customers rethink how their operation should work when AI agents can answer questions, take action, coordinate systems, and escalate intelligently. That is where this role comes in. About the Role As an Agent Product Manager, you will own the customer lifecycle for strategic Conduit accounts: onboarding, support, optimization, retention, and expansion. You will help customers launch successful AI agents in the real world. That means understanding their business, translating their workflows into agent behavior, supporting them when things break, and expanding the deployment once it is creating value. This is a hybrid role across customer success, implementation, product, and account growth. You should be comfortable running customer calls, debugging messy workflows, teaching teams how to work with AI, and turning customer pain into product and process improvements. You’ll join as we move from founder-led customer success to a dedicated success function. You’ll report to the CTO and work closely with Sales, Engineering, and Implementation. First 90 Days In your first 30 days, you’ll tag-team customer calls with the founding team, learn how our best deployments work, and start owning simple onboarding and expansion motions. You’ll get close to the product, the customer problems, and the places where accounts tend to get stuck. By day 60, you’ll own onboarding and support for a small set of customer accounts. You will help customers translate their workflows into agent behavior, diagnose issues after launch, and improve automation outcomes. By day 90, you’ll own strategic accounts end-to-end. You’ll be responsible for onboarding, support, account health, and expansion opportunities. You’ll also help shape the product and define how businesses implement AI agents in production. What You will Do Own customer deployments from discovery through onboarding, launch, support, optimization, and expansion. Run customer calls, map workflows, define success criteria, and set clear expectations for launch. Translate customer operations into agent behavior: workflows, knowledge, escalation paths, and automation opportunities. Support customers after launch when agents miss context, escalate too often, fail to take action, or need workflow changes. Teach customers how to work with AI agents: how to guide them, when to intervene, and how to safely expand automation. Monitor account health, usage, automation performance, and customer sentiment. Identify expansion opportunities across teams, channels, workflows, and use cases. Turn repeated customer issues into better onboarding, product improvements, playbooks, and internal processes. Partner with Sales, Product, and Engineering to close customers, unblock accounts, and improve the platform. You Might Be a Fit If You Have 3-5 years of experience in customer success, implementation, solutions, product operations, product management, or operations at a fast-moving B2B SaaS company. Have personally owned onboarding, support, retention, or expansion for business customers. Are comfortable running customer calls, asking sharp questions, and building trust with technical and non-technical stakeholders. Can understand messy business operations and turn them into workflows, decision trees, automations, and clear next steps. Have strong product judgment. You can tell when a customer issue is a setup problem, a workflow problem, a product gap, or an expectation problem. Are a systems thinker who looks for repeatable patterns and turns what works into a scalable playbook. Are comfortable being accountable when a customer is frustrated and the answer is not obvious. Move fast, communicate clearly, and like working with a small team where ownership is real. How We Work This is an in-person role. We work from the office and move quickly. You‚Äôll spend a lot of time with customers, the product, and the team. The work is high-ownership. Customers will come to you when an agent is not working the way they expected. You‚Äôll need to diagnose the issue, communicate clearly, and help get the account back on track. If you want a narrow success role with a mature playbook, this probably is not it. If you want to help define how companies onboard, manage, and expand AI agents in production, you‚Äôll have room to run. Nice to Haves Experience in hospitality, proptech, fintech, financial services, or other high-volume customer operations. Experience with customer-facing AI tools, automation platforms, workflow builders, support platforms, or implementation-heavy SaaS. Familiarity with CRMs, support tools, knowledge bases, property management systems, or onboarding tools. Ability to write clear customer-facing content, implementation guides, internal SOPs, or playbooks. Comfort working with technical teams and translating customer needs into product or engineering requirements.