Customer Success & Product Operations Specialist

Job Description:

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Fieldcrest Ventures is transforming a business with tens of millions in revenue using cutting-edge AI to redefine an entire industry. We're not talking about chatbots or basic automation. We're deploying agentic AI systems that can autonomously handle complex operational workflows at unprecedented scale.

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This role puts you at the center of that transformation. You'll be the first hire into a newly created Customer Success role to help prove out the revolutionary business model while being the product team's go-to stakeholder for product refinement and improvement. If successful, this role becomes the blueprint for scaling across our portfolio.

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Fair warning: This isn't a traditional customer success role. You'll be stepping into a Customer Success position, but performing that function with a focus on informing the product we've built for the Customer Success function. You'll basically be a hybrid of a product specialist acting as a CSM in order to better understand what they need from the product. If you need structure and predictability, this isn't for you. If you want to prove you can operate at the intersection of AI, product management, and business operations, this is your shot.

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What You'll Actually Do

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AI Partnership & Operational Excellence (40%)

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• Partner with our proprietary AI agent system to manage account portfolios at unprecedented scale (10x industry standard)
• Monitor AI performance and intervene in cases requiring human judgment
• Optimize workflows between AI systems and human touchpoints for maximum efficiency
• Build processes that don't exist yet; creating the playbook as you go 

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Strategic Account Growth (40%)

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• Own a multi-million dollar account portfolio
• Focus on proactive relationship building and expansion opportunities
• Travel to meet with clients in-person (50%+ travel)
• Determine what AI functionality is required for a CSM to balance operational support for accounts with strategic account management and growth efforts
• Use data to identify growth opportunities within existing accounts 

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Product & Process Development (30%)

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• Provide feedback loop to improve AI system performance
• Document successful approaches for replication across the business
• Help design the customer experience for an AI-first service model
• Contribute to product roadmap based on real customer needs and AI capabilities

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About The Portfolio Company

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This role is with one of Fieldcrest's portfolio companies: a market leader in business process outsourcing that's undergoing a complete AI transformation. The company:

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• Serves institutional customers with complex operational needs
• Has exclusive access to cutting-edge AI capabilities
• Is positioned to redefine its entire industry through Service-as-Software model

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Requirements

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Who Thrives in This Role

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Must-haves:

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• 2-4 years in customer success, account management, or related roles
• Prior experience with product management, business analyst, or product operations roles
• Experience with SaaS platforms, automation tools, or tech-enabled services
• Track record of exceeding targets through process optimization
• Comfortable with data, metrics, and systematic approaches to growth
• Comfortable with extensive regional travel (within driving distance) to meet with customers
• Genuinely excited about AI and its potential to transform business operations 

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Critical capabilities:

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• Systems thinking - Can see how individual actions scale across the business model
• Comfort with ambiguity - This role literally doesn't exist yet; you'll be defining it
• Data-driven decision making - Uses metrics to optimize both AI performance and account outcomes
• Relationship building - Still needs core relationship skills for high-touch strategic moments
• Learning agility - AI tools and workflows will evolve rapidly; you need to evolve with them 

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You'll thrive here if you:

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• Get energized by the idea of working alongside agentic system to achieve previously impossible levels of efficiency
• Want to prove you can operate at the intersection of AI and business
• Are hungry for rapid career growth and willing to earn it through results
• See this as your entry point into AI/product roles within 12-24 months
• Prefer building new processes over following existing playbooks
• Are excited to be the first person to prove this model works 

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Who shouldn't apply:

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• You want a traditional customer success role with established processes
• You're uncomfortable with technology or skeptical about AI capabilities
• You need extensive training and hand-holding to be successful
• You prefer reactive support work over proactive account growth
• You're not wanting to roll your sleeves up and do whatever it takes to win 

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What Success Looks Like

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• 30 Days: You understand the AI systems, account portfolio, and success metrics
• 90 Days: You're consistently hitting efficiency targets and growing your assigned accounts
• 6 Months: You're the template for how this role should operate across the business
• 12 Months: You're ready to lead a team or move into a bigger product/business operations role

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Benefits

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Why This Role Is Special

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This is a 2-3 year proving ground with a clear path to significant career acceleration:

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• True ownership: You'll be responsible for millions of dollars in client accounts
• AI expertise: Get hands-on experience with enterprise AI systems before they become mainstream
• Leadership track: Successful performance puts you in line to grow with the company into product or business leadership roles
• Portfolio exposure: Access to Fieldcrest's other ventures and learning opportunities 

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Compensation

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• On-Target Earnings: $100,000+
• Performance Bonus
• Potential for stock options
• Rapid Promotion Potential

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A Note from the Founder

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I'm looking for someone who gets excited by the phrase "that's never been done before." We're fundamentally redefining what's possible when AI and human intelligence work together.

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This role will be challenging, ambiguous, and probably unlike anything you've done before. But if you're the right person, it will also be the most accelerated learning experience of your career.

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You'll work directly with our portfolio company leadership team. You'll see every aspect of building, optimizing, and scaling an AI-transformed business. And if you succeed, you'll have proven you can operate at a level that 99% of people in similar roles never reach.

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Ready to build something that doesn't exist yet?