Product Success Manager

Preferred hire states: AZ, CA, CO, FL, GA, IL, IN, KS, MD, MA, MI, MO, NC, NJ, NY, OH, PA, TX, WA

Position Title: Product Success Manager

Reports To: Senior Vice President, AI Product Management

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.

• 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.

• 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.

• 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.

• 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.

• 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 escalat[e] 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…