Product / Customer Success Manager

ABOUT FIELDFORCE

Fieldforce is a global B2B SaaS company enabling the deployment and operations of next-generation digital infrastructure. Our platform powers end-to-end digitization for telecom operators, TowerCos, smart city operators, and infrastructure companies across the Middle East, South Asia, and North America — replacing fragmented spreadsheets and legacy tools with a unified suite covering project management, asset management, field operations, lease management, AI analytics, and mobile workforce management.

ROLE OVERVIEW

We are looking for a sharp, customer-obsessed Product / Customer Success Manager to join our team. This is a dual-function role where you will own the complete lifecycle of 2–4 enterprise customer accounts while also contributing directly to product discovery, roadmapping, and delivery.

You will work closely with the Head of Product to translate customer needs into structured product requirements, run Agile ceremonies, track feature adoption, and ensure customers are realizing measurable value from the Fieldforce platform. This role is ideal for someone who thrives at the intersection of product thinking and customer relationship management.

KEY RESPONSIBILITIES

Customer Success

• Own onboarding, adoption, and ongoing success for 2–4 enterprise accounts
• Conduct regular QBRs and executive-level check-ins with customer stakeholders
• Track customer health metrics — identify adoption gaps and drive remediation plans
• Deliver product training, user enablement sessions, and documentation
• Act as the voice of the customer internally — channel feedback into the product roadmap
• Manage escalations professionally and ensure SLA commitments are met

Product Management

• AI/ML product familiarity — having worked on or alongside AI-powered features leveraging Claude, GPT.
• Facilitate customer requirement workshops and translate outputs into BRDs, user stories, and acceptance criteria
• Maintain and prioritize a feature backlog aligned with customer needs and strategic roadmap
• Lead Agile ceremonies: sprint planning, grooming, standups, demos, and retrospectives
• Produce detailed PRDs, workflow diagrams, and user journey maps
• Monitor product usage via analytics tools (Mixpanel, Heap, or similar) and report on adoption KPIs
• Support presales activity through RFP responses, solution scoping, and customer demos

WHAT WE ARE LOOKING FOR

Must-Have

• 3–4 years of experience in product management, customer success, or a combined role — preferably in a B2B SaaS environment
• Strong communication and stakeholder management skills — ability to engage from field teams to C-level executives
• Hands-on experience writing BRDs, PRDs, user stories, and acceptance criteria
• Familiarity with Agile / Scrum methodologies and tools such as JIRA
• Analytical mindset — comfortable using data to drive decisions and measure impact
• Bachelor's degree in Computer Science, Engineering, Business, or a related field

Nice-to-Have

• Exposure to telecom, infrastructure, field operations, or asset management domains
• Experience with product analytics platforms (Mixpanel, Heap, Amplitude)
• Understanding of ERP integrations (Oracle, SAP) or GIS systems
• Prior experience supporting global enterprise accounts across multiple time zones