About the roleOur customers bring us their support teams' hardest problems, like a stolen card, a disputed payment or a patient asking about their prescription, in highly regulated environments and at volumes where small mistakes are expensive. Lorikeet's Concierge handles the full lifecycle of customer interactions across channels and systems, following each customer's policies and knowing when to tag in a human.
As a Forward Deployed Product Manager, you'll own a portfolio of growth accounts and the outcomes they drive from Concierge. You'll set the implementation plan with your Forward Deployed Engineer, get each customer live and keep uncovering expansion opportunities as their deployment scales. You'll be the Concierge expert your customers rely on, and you'll teach their teams to build and improve it themselves so they can move faster without waiting on us.
The rest of the role is spent in the product, building, testing and deploying changes yourself. You'll also run each account as a business, growing usage against the contract and knowing where the next expansion opportunity will come from. You'll use Coach, our forward deployed agent, and Claude Code to investigate problems, test changes and ship improvements without relying on engineers for every change.
When you find a problem that keeps coming up across customers, you'll make sure we solve it once rather than five times.
What you'll do- Lead deployments for your customers, aligning their team and our engineers on priorities and what success looks like.
- Own a portfolio of growth 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.
- Teach each customer's team to build, test and improve Concierge on their own, so they get more from it every month.
- Find the next use case in each account and build the case for expansion.
- Bring Product the problems that matter most, backed by evidence from your customers, and follow them until they ship.
Example projects- Build a voice agent that books live currency trades over the phone, from checking the caller's identity to confirming the trade.
- Deploy Concierge as a fintech's 24/7 phone line, replacing cards and opening fraud cases without a human in the loop.
- Automate identity document checks for a money transfer app, catching forged documents faster than human reviewers.
- Invent a new way to verify a locked-out customer, matching a code they send from a linked social account.
- Teach Concierge to retain a customer who wants to cancel, with an offer that fits the business's rules.
You might be a fit if you:- Have 2+ years of owning customer outcomes, whether in account management, customer success, consulting, implementation, product or operations. Your title matters less than whether you were accountable for the result.
- Have earned the trust of senior customer leaders and grown those accounts over time.
- 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 helped customers or colleagues get real value from a complex product, not just learn where the buttons are.
Bonus points if you:- Have worked in fintech, healthcare or another regulated industry.
- Have shaped a product roadmap with evidence from customers.
- Have deployed an AI product and tied it to a measurable business outcome.
PracticalHybrid in our New York office four days a week, with travel to customers once a quarter. Base salary, equity and variable pay tied to your results.
You'll report to the Head of Forward Deployed for North America.
