Forward Deployed Product Manager

About Lorikeet

Lorikeet is the most powerful customer support AI for complex businesses like fintechs, healthtechs, marketplaces and delivery services.

We’re doing this by building ground up from the premise that most support responses should be automated with transparent, customizable AI, and that support teams should spend their time managing automation and engaging with complex cases, not grinding through high volumes of simple tickets. Once teams are freed from reactive support, we want to help them tackle what’s next: providing personalized concierge services to their customers.

To deliver this combination of powerful AI systems and well designed tooling we’re leveraging Jamie’s experience as an early member of Google’s generative AI team and Steve’s experience building for operational teams at Stripe, as well as the experience of our team who’ve joined us from places like Stripe, Canva, Atlassian, Dropbox and Dovetail.

We are growing fast, have paying customers, real revenue, an exciting roadmap and a strong sales pipeline. We’ve raised over USD 50m from leading VCs and angel investors, including QED, Blackbird, Square Peg, Claire Hughes Johnson (ex Stripe COO), Cristina Cordova (Linear COO), Bob Van Winden (Stripe Head of Support), and Cos Nicolaescu (Brex CTO).

Our global customers include:

• The largest telehealth company in Australia,

• The largest bank for teens in the US,

• One of the largest NFT marketplaces by trading volume,

• The leading virtual specialty-care platform in the US,

• One of the largest flexible rent-payment platforms in the US,

• One of the largest Web3 gaming companies

… and a handful of other enterprise customers with over 1 million support tickets a year.

What’s unique about this opportunity?

• Warm, mature, flexible culture. Low ego, high trust team. No tolerance for ‘talented jerks’. We embrace a) working efficiently, and b) working flexible hours to fit in life priorities outside of work. We’re committed to building a diverse team and really encourage folks from underrepresented backgrounds to reach out - we value user obsession and eagerness to learn over traditional credentials.

• High pay, high expectations, high performance. We aim to match unicorn / scale up pay at base salary and offer a potentially life-changing equity stake in the business. Our team gets the same monthly updates we send to our investors because they’re investors and owners too.

• No nonsense recruitment process. The process is: 1) informal chats with Robbie and JJ to hear our pitch and understand your interests and goals, 2) a ~two day paid work trial where you come in and ship with us. There’s no better way for each of us to figure out if we like working together than to work together!

About the role and you

This is an opportunity to be an early member of Lorikeet's Agent Implementation team, where you'll play a crucial role in building the strategic foundation of our post-sales organization. As an early leader, you'll help design and implement the operational frameworks, playbooks, and methodologies that will scale our customer success function while directly influencing how our enterprise subscribers successfully adopt AI across their organizations.

You'll serve as both a strategic advisor to enterprise customers and an organizational builder internally—establishing the processes, tools, and team structures that will enable Lorikeet to deliver exceptional AI implementations at scale. This role combines hands-on customer engagement with the strategic thinking required to build a world-class post-sales motion.

You don't need to be a technical expert, but you should be comfortable working with technology, learning new tools, and thinking through complex problems while simultaneously designing repeatable systems. This is a unique opportunity to develop expertise in AI and automation while building the organizational capabilities that will define how companies adopt transformative AI solutions.

You'll play a pivotal role in establishing Lorikeet's post-sales strategy, creating the blueprint for how we help customers unlock possibilities beyond traditional customer support. For the right candidate, this means the opportunity to shape an entire function while growing into a senior leadership position.

What you'll do

• Act as a trusted AI advisor to enterprise customers, translating complex AI capabilities into clear business value and ROI for C-suite executives

• Design and implement scalable post-sales processes, from onboarding frameworks to success metrics, that will support our growth from dozens to hundreds of enterprise customers

• Lead multiple AI agent launches simultaneously – breaking down ambiguous challenges into phased roadmaps with measurable milestones while documenting best practices for future implementations

• Build and refine our implementation methodology, creating playbooks and frameworks that enable consistent, high-quality customer outcomes

• Influence how our subscribers approach AI transformation by developing change management strategies and adoption frameworks tailored to their organizational needs

• Present confidently to senior stakeholders, handle objections diplomatically, and build consensus across competing priorities

• Architect solutions that connect Lorikeet's AI to specific business outcomes by deeply understanding customer operations, then codify these patterns into repeatable strategies

• Bridge business and technology – rapidly learn AI/ML concepts to credibly advise customers while partnering with engineering

• Identify expansion opportunities beyond traditional support by spotting where AI can transform operations, then build the processes to systematically capture these opportunities

• Influence product strategy by surfacing implementation insights and customer needs to our product team, while building feedback loops that ensure continuous improvement

• Solve complex integration challenges with strategic thinking about the customer's entire business ecosystem

The right candidate

We're looking for a business-savvy problem solver and natural builder to join our remote US team. This role is perfect for someone who is:

1. Curious about AI and eager to learn how it can transform customer interactions

2. Excited to develop technical skills related to AI agents and comfortable working with technology (even if you don't have formal technical training)

3. Motivated by building lasting impact through both customer success and organizational development in an early-stage, fast-moving startup

4. Energized by creating structure from ambiguity and establishing processes that scale

5. Passionate about driving change and helping organizations navigate AI transformation

We need someone who enjoys diving into customer challenges while simultaneously thinking about how to build systems that enable others to solve similar challenges. You'll be figuring out how to configure and optimize AI tools, thinking creatively about new ways to help businesses, and designing the organizational capabilities to deliver these solutions at scale.

As an early team member of our post-sales organization, you'll have significant agency to shape not just individual implementations, but our entire approach to customer success and how our subscribers build their AI strategies.

You might be a fit if you:

• Have 2-7 years of experience in a client-facing role such as management consulting, product management, or a related field, with demonstrated experience in process design or organizational building

• Are a strong project leader — organized, proactive, and comfortable taking ownership of both customer outcomes and internal initiatives

• Have experience building and managing relationships with customers or external stakeholders, ideally with exposure to executive-level engagement

• Have a track record of creating scalable processes or frameworks in ambiguous environments

• Have experience with or interest in change management and helping organizations adopt new technologies

• Are an excellent communicator — able to explain technical concepts in a simple, clear way and document complex processes for others to follow

• Enjoy problem-solving and finding creative solutions to challenges, both tactical and strategic

• Are excited about AI and already experimenting with it (e.g., using ChatGPT, trying AI tools, or learning how AI can be applied in business)

• Have a technical curiosity and enjoy learning new tools, even if you don't have a formal technical background

• Demonstrate strategic thinking and the ability to balance immediate customer needs with long-term organizational goals

Applicants must be based in the United States and eligible to work in the US without sponsorship (remote work supported).

If you don't quite match this and are from an under-represented background we strongly encourage you to reach out. We know first hand that diverse teams are higher performing and are proud that our team reflects a broad spectrum of identities and lived experiences.

Lorikeet uses Automated Employment Decision Tools (AEDT) to assist in the candidate screening process. These systems help us efficiently review a high volume of applications by analyzing qualifications, skills, and experience against the requirements of the job description.

The use of AI is intended to enhance, not replace, human judgment. Final hiring decisions are made by human recruiters and hiring managers who review all relevant information, including AI-generated assessments, to ensure a fair and comprehensive evaluation.

Our AI systems are regularly audited and monitored to prevent and mitigate bias. We are committed to ensuring that our technology-assisted processes comply with all federal, state, and local anti-discrimination laws.

If you require a reasonable accommodation to participate in our application process, please contact us at: [email protected]