Product Manager with CSM skills

About the role

EducateMe is an AI-native LMS built for US-based companies that take employee training seriously. We're a small team shipping fast, and AI has changed what one person can own: product work that used to take a team - research synthesis, spec drafts, prototyping, QA - now moves at the speed of one sharp person with the right tools.

That's this role. You'll do product management with a direct line to revenue: you own the customer feedback pipeline, turn validated problems into specs the team can ship, test features before release, and decide - with evidence - what we build next. And because the best product managers live where the customers are, you'll also own our customer success motion: onboarding new accounts, tracking health, catching churn risks, and running expansion conversations.

This is not a classic PM role and not a classic CSM role. It's product management grounded in direct customer ownership - every roadmap argument you make is backed by conversations you personally had and revenue you personally protect. AI is your leverage for everything routine: meeting summaries, health scoring, outreach drafts, first-pass specs. Your job is the judgment AI can't do — which customers need attention, which feedback matters, what we ship next.

 

What you'll do

Customer Success

• Own onboarding for new customers — run discovery calls to understand their use case, build tailored onboarding plans, and get them to first value fast
• Run proactive retention — build and maintain a customer health-score system (Mixpanel + product data), spot churn risks before customers go silent, and trigger outreach when engagement drops. Most of our customers won't reach out to you — you reach out to them, with a reason
• Drive expansion — identify accounts ready for more seats or higher tiers and run those conversations
• Consult on training programs — help customers design effective learning experiences inside EducateMe: course structure, content strategy, learner journeys
• Record what you learn — customer calls double as interview material. You capture use cases, wins, and stories that feed our case studies and marketing (you don't write the marketing — you collect the raw material)
   

Product

• Own the feedback pipeline — triage every customer request, document recurring pain points, and prioritize them with revenue context
• Write lightweight specs — turn validated customer problems into clear, scoped briefs the product team can act on
• QA from the customer's seat — test new features (especially AI features) before release, the way a real customer would use them
• Close the loop — when something a customer asked for ships, you're the one who tells them. This is the cheapest retention tool that exists
• Join roadmap discussions — you bring the customer evidence; final prioritization stays with the founder and product lead

What we're looking for

Must-have

• AI fluency — this is the core requirement. You use AI tools daily as a working method, not a novelty: drafting specs, synthesizing customer calls, building health-score views, prototyping, automating your own routine work. You know where current models are strong, where they fail, and how to get reliable output. You should be able to show us, concretely, how AI makes you 2–3x faster than your previous role allowed
• Customer-facing experience — CSM, account management, or onboarding, ideally in SaaS. You're comfortable owning a book of business and being measured on retention
• Product sense — you can tell the difference between what a customer asks for and what they actually need, and you can write it down clearly enough that an engineer doesn't have to guess
• Data comfort — you can work with product analytics (Mixpanel or similar) to build views of customer health, not just react to anecdotes
• Strong communicator — clear writer, confident on video calls, equally good async and live
• Self-directed — small team, no playbook for every situation. You have context and goals; you figure out the rest and move
   

Nice to have

• Experience working with or inside an LMS — as an admin, L&D manager, or in a CS role at an LMS company
• Prior product work — PM, product ops, or having been the "voice of customer" person who actually shaped a roadmap
• Familiarity with Notion, Loom, Intercom, or similar async-first stacks

How success is measured

Retention comes first. Product contribution is judged second. In order:

1. Churn rate — monthly gross churn trending down; no customer cancels without us having seen it coming
2. Health-score coverage — every active account scored, at-risk accounts flagged and contacted
3. Expansion revenue — upsell conversations opened and closed
4. Feedback pipeline quality — recurring pain points documented with revenue context; specs the product team actually uses
5. Loop closure — customers hear back when their requests ship

What we offer

• Fully remote — work from anywhere
• Real ownership and room to grow as the company scales
• Small, async-first team — no bureaucracy
• Direct access to the founder and genuine input on product direction — your customer evidence shapes what gets built