Senior Forward Deployed Product Manager

About the role

Lorikeet builds AI that handles complex, high-volume customer support for fintechs, healthtechs, marketplaces and delivery services. As a Senior Forward Deployed Product Manager you will own a small number of the company's most strategic accounts and the outcomes they drive from its Concierge platform. You will set the implementation plan with your Forward Deployed Engineer, get each customer live, grow usage against the contract and expand the business, while also building, testing and deploying product changes yourself.

Key responsibilities

• Lead deployments for the largest customers, aligning executives and engineers on priorities and success criteria.
• Own strategic accounts after launch, covering Concierge performance, usage, retention and account growth.
• Investigate ways to improve Concierge, build and deploy fixes, and set the deployment direction with the Forward Deployed Engineer.
• 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 other Forward Deployed Product Managers and turn lessons learned into playbooks and tools.
• Bring Product the problems that matter most, backed by customer evidence, and follow them until they ship.

Required profile

• 6+ years owning high-stakes customer outcomes, such as account leadership, product, consulting, a forward-deployed role or as a founder.
• Trusted relationships with enterprise customer executives and experience growing accounts through renewals and expansions.
• Experience at a startup or scale-up and enjoyment of building processes while running them.
• Experience building things with AI and honest reflection on what worked and what did not.
• Ability to work through API documentation, conversation logs and usage data to find problems.
• Experience improving the team, either by managing people or building the systems they rely on.

What we offer

• Hybrid in the New York office four days a week, with quarterly customer travel.
• Base salary, equity and variable pay tied to results.
• A culture described as low ego, high trust, flexible hours and performance recognised every six weeks.
• Unrestricted access to AI tools in daily work, and twice-yearly company trips to Hawaii.
• A simple hiring process: informal chats followed by a paid two-day work trial.