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About the Role
As a Senior Forward Deployed Product Manager, you will own a small number of strategic accounts and their outcomes from Concierge. You will set implementation plans, get customers live, and uncover expansion opportunities. You will act as a partner to customer executives, understanding their business and strategic priorities to guide Concierge's future scope. Additionally, you will build, test, and deploy changes yourself, run accounts as businesses, and grow usage. You will use internal tools like Coach and Claude Code for problem investigation and improvement deployment without relying on engineers for every change. You will also identify recurring cross-customer problems, solve them once, and create playbooks and coaching for other FDPMs, while helping shape the management of large customers as Lorikeet grows.
Responsibilities
- Lead deployments for our largest customers, aligning their executives and our engineers on priorities and what success looks like.
- Own a small number of strategic accounts after launch, including Concierge performance, usage of the product, retention and account growth.
- Investigate where Concierge can improve, build and deploy fixes into production, setting the deployment’s direction with your FDE.
- Find the next use case with each customer's executives and build the case for expansion.
- Get each deployment through the customer's procurement, security and legal reviews.
- Coach FDPMs and turn what you've learned into playbooks and tools.
- Bring Product the problems that matter most, backed by evidence from your customers, and follow them until they ship.
Requirements
- Have 6+ years of owning high-stakes customer outcomes, whether in account leadership, product, consulting, a forward-deployed role or as a founder.
- Have built trusted relationships with executives at enterprise customers, and grown those accounts through renewals and expansions.
- Have worked at a startup or scale-up and enjoy building the process while you’re running it.
- Have built things with AI yourself, and can talk honestly about what worked and what didn’t.
- Can dig into API docs, conversation logs and usage data to figure out what’s going wrong, without waiting for someone else to find the answer.
- Have made the team around you better, whether by managing people or by building the systems they rely on.
Skills
- AI
- API documentation
- Conversation logs analysis
- Usage data analysis
- Product roadmap shaping
- AI product deployment
- Customer relationship management
- Account growth
- Problem-solving
- Process building
Location
- New York
- Customer travel
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- 6+ years
Salary/Compensations
- Base salary, equity and variable pay tied to your results.
Benefits
- Flexible hours
- Company trips to Hawaii
- Paid work trial
About the Company
- Lorikeet is redefining customer support with AI that handles complex, high-volume support for fintechs, healthtechs, marketplaces, and delivery services.
- Backed by over $50M USD from QED, Blackbird, and Square Peg, with support from notable operators and founders.
- Customers include large telehealth, fintech, and marketplace companies in the US and Australia.
- A culture with low ego, high trust, and no tolerance for talented jerks.
- Efficient work environment with flexible hours.
- Commitment to building a diverse team.
- Focus on user obsession and eagerness to learn over traditional credentials.
- A front-row seat to building something meaningful at a Series A company.
- Performance recognized in real time with frequent promotion opportunities.
- AI-native company where all employees use AI daily.
- Company-wide gatherings in Hawaii twice a year.
- Recruitment process built on respect, with informal chats and a paid work trial.
Equal Opportunity
- We are committed to building a diverse team and actively encourage applicants from underrepresented backgrounds.
- We know firsthand that diverse teams perform better, and we're proud that our team reflects a broad spectrum of identities and lived experiences.
- If you're from an underrepresented background and don't tick every box, please reach out anyway.