Forward Deployed Product Manager

ABOUT US Lorikeet is redefining what customer support looks like — and we're just getting started. We build AI that handles complex, high-volume support for fintechs, healthtechs, marketplaces, and delivery services. Not chatbot-tier AI. The kind that actually resolves tickets, gives support teams their time back, and raises the bar for what software can do. We're backed by over $50M USD from QED, Blackbird, and Square Peg, with backing from operators like Claire Hughes Johnson (ex-Stripe COO) and Cristina Cordova (Linear COO), plus founders of Canva, Atlassian, and Airwallex. We're the first company since Canva to be funded at early stage by all three of Australia's top VC funds — which tells you something about the calibre of people who've looked closely at what we're building and said yes. Our customers include some of the largest telehealth, fintech, and marketplace companies in the US and Australia — many handling over a million support tickets a year. The problems are real, the scale is real, and the work matters. If you want to build something that genuinely changes how businesses and customers interact — this is the place. ABOUT THE ROLE Our 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. PRACTICAL Hybrid 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. WHAT'S UNIQUE ABOUT THIS OPPORTUNITY? A culture that's genuinely different. Low ego, high trust, no tolerance for talented jerks. We work efficiently, keep hours flexible, and actually mean it — because life outside work matters. We're committed to building a diverse team and actively encourage applicants from underrepresented backgrounds. We care far more about user obsession and eagerness to learn than traditional credentials. A front-row seat to building something meaningful. We're Series A and moving fast. You'll have real scope to shape the product and the company — not just execute someone else's vision. Performance recognized in real time, not on a calendar. Promotions happen when you're ready — leadership meets every six weeks specifically to identify and recognize strong performers, so you're never waiting for an arbitrary review window to move up. We're AI-native, and we'll make you AI-native too. Every person at Lorikeet uses AI in their day-to-day work (current favourite: Claude Code), with unrestricted access and no usage limits. You'll leave with skills that matter for the next decade of work. Twice a year, the whole company flies to Hawaii. Headquartered in Sydney, with teams spanning the US and UK — which means getting everyone in the same place is something we invest in seriously. We spend the time hacking on ideas, building things together that wouldn't otherwise exist, and making memories that remind you why you joined a startup in the first place. A recruitment process built on respect, not hoops. We keep it simple: a couple of informal chats to share our story and hear yours, followed by a paid ~two-day work trial. The work trial is genuinely the best part — you'll work on real problems alongside the actual team, get a true feel for how we operate, and we'll both come out of it knowing whether this is the right fit. No trick questions, no take-homes that disappear into a void. Just real work, done together. If you're from an underrepresented background and don't tick every box, please reach out anyway. We know firsthand that diverse teams perform better, and we're proud that our team reflects a broad spectrum of identities and lived experiences.