Product Success Manager

Product Success Manager

The Product Success Manager is the connective tissue between Per Scholas's AI product portfolio and the people who use it. Equal parts adoption specialist, instructor, and community manager, you will own the end-user experience of our technical products — ensuring that staff across the organization can confidently and effectively use the tools available to them. You will deliver the AI Fluency curriculum, build and execute a content calendar of ongoing enablement materials, manage 1:1 and group engagement with users, and use adoption data to design targeted trainings and interventions. This is a human-centered role: your success is measured not by whether a product ships, but by whether people actually use it well.

This role draws from the discipline of Customer Success Management but is adapted for an internal context — your "customers" are your colleagues, and your goal is to maximize the value they get from every product in the AI Tech Solutions portfolio.

What You'll Do

AI Fluency Curriculum Delivery & Enablement

• Deliver Per Scholas's AI Fluency curriculum to staff across the organization, teaching with enough technical authority that participants trust the material and enough approachability that they feel safe asking questions
• Adapt curriculum delivery based on audience — tailoring depth, pacing, and examples for varied technical comfort levels across departments
• Develop supplementary training materials, quick-reference guides, walkthroughs, and FAQs for individual products in the portfolio
• Facilitate hands-on workshops, office hours, and drop-in sessions to reinforce learning and address real-time user challenges

Content Strategy & Community Management

• Build and maintain a content calendar for ongoing AI and product enablement communications — tips, feature spotlights, use-case examples, updates, and success stories
• Manage internal communication channels (Slack, email, intranet, or equivalent) dedicated to product support and AI literacy, fostering an active and supportive user community
• Surface user wins, creative use cases, and adoption milestones to build organizational momentum around the product suite
• Partner with the AI Product Management team to coordinate messaging around new product launches, feature releases, and changes

User Engagement & Adoption Management

• Serve as a primary point of contact for end-users navigating AI Tech Solutions products, providing 1:1 support, troubleshooting guidance, and coaching
• Conduct proactive outreach to users and teams with low adoption or engagement, diagnosing barriers and designing tailored interventions
• Facilitate structured feedback sessions and user listening tours to capture qualitative insights on product experience
• Build and maintain relationships across departments, becoming a trusted resource that users seek out when they need help getting more from their tools

Data-Informed Adoption Strategy

• Monitor product utilization metrics and adoption dashboards to identify trends, gaps, and opportunities across the portfolio
• Use data to prioritize training topics, target engagement efforts, and measure the impact of enablement activities
• Produce regular adoption reports for the AI Product Management team, translating usage data into actionable insights and recommendations
• Collaborate with the product team to define and track success metrics for individual product rollouts

Product Quality & End-User Advocacy

• Serve as a quality assurance resource from the end-user perspective — testing products, workflows, and documentation through the lens of a non-technical user before and after launch
• Advocate for user needs within the AI Tech Solutions team, ensuring that product decisions account for real-world usability and adoption considerations
• Identify and escalate product issues, UX friction points, and documentation gaps discovered through user engagement and personal testing
• Contribute user insights to requirements gathering and product evaluation activities led by the broader team

Who You Are

• A natural teacher and coach — you're energized by helping someone go from confused to confident, whether that's in a classroom of 30 or a 1:1 screen share
• Human-centered and empathetic — you lead with patience, meet people where they are, and understand that adoption is an emotional process as much as a technical one
• A self-starter who can operationalize a vision — given a clear strategy and set of goals, you build the tactics, create the calendar, and execute without needing to be managed day-to-day
• Technically curious and credible — you may not be a developer, but you learn tools deeply enough to teach them with authority, test them meaningfully, and hold your own in conversations with technical teammates
• Data-literate — you're comfortable pulling adoption metrics, reading dashboards, and using data to decide where to focus your energy
• An excellent communicator across formats — you write clear guides, deliver engaging trainings, manage Slack channels with the right tone, and handle sensitive 1:1 conversations with care
• Community-minded — you think about how to build culture and momentum around tools, not just train on features
• Organized and consistent — you maintain content calendars, follow up on commitments, and bring reliability to a fast-moving team

Preferred Qualifications

• 3–6 years in a role with significant focus on one or more of the following:
• Customer Success Management or Client Enablement
• Training, Instructional Design, or Curriculum Delivery
• Career Coaching or Workforce Development
• Community Management or Internal Communications
• Technical Support with a user education focus
• 2+ years delivering training or instruction to adult learners in a professional or educational setting
• 2+ years working with technology products in a support, enablement, or adoption-focused capacity
• Demonstrated ability to create enablement content — guides, videos, communications — that is clear, practical, and user-friendly
• Comfort with learning new software tools quickly and testing them from an end-user perspective
• Experience using data (adoption metrics, survey results, usage reports) to inform engagement strategies
• Strong preference for experience in Education, Workforce Development, or Nonprofit organizations
• Some preference for familiarity with Salesforce, AI tools, or learning management systems
• Certifications in Customer Success, Instructional Design, Change Management, or Adult Education are a plus but not required