Senior Product Manager - Customer Experience

Role

Senior Product Manager responsible for owning and evolving the customer login and portal experience, with a focus on usability, security, scale, and AI-driven personalization for SMB customers. The role defines product vision and strategy, leads discovery, and partners closely with UX, engineering, data, and AI teams to deliver intuitive, scalable experiences.

Key Responsibilities

• Own and evolve the customer login, onboarding, portal, and dashboard experiences.
• Lead customer discovery with SMB users to identify friction, unmet needs, and opportunities.
• Define and execute product vision, strategy, and roadmap for customer experience and AI-driven features.
• Partner with UX, engineering, data, and AI teams to design and deliver solutions that balance usability, security, and scalability.
• Use data, experimentation, and customer insights (analytics, A/B testing, feature flags) to prioritize work and drive continuous improvement.
• Thoughtfully integrate AI into the customer experience to enable personalization, automation, and self-service.
• Act as the voice of the customer, advocating for clarity, simplicity, and usability.

Requirements

• 5+ years of product management experience, with a strong focus on customer experience or UX-led products.
• Proven experience owning core customer journeys (login, onboarding, portals, dashboards).
• Experience serving SMB customers; background in SaaS, software, eCommerce, or retail preferred.
• Highly data-driven with hands-on experience using analytics, experimentation, and metrics.
• Comfortable in a PM/UX hybrid role and collaborating closely with designers and engineers.
• Experience building or using AI-powered features, or strong personal use of AI tools in your workflow.
• Collaborative, iterative, hands-on (“vibe coding”) mindset and ability to thrive in fast-paced, ambiguous environments.

Preferred Qualifications

• Experience modernizing customer portals or authentication flows.
• Exposure to AI-driven personalization, automation, or self-service.
• UX or design background, or deep experience partnering with design teams.
• Familiarity with experimentation frameworks (A/B testing, feature flags).

Compensation & Logistics

• Target compensation range: $135,000 to $180,000 annually plus bonus.
• Role is listed as remote (#LI-Remote).

Benefits

• Health Insurance, HSA, Medical, Dental, Vision
• Matching 401(k)
• Life insurance / AD&D, Short-term disability (STD), Long-term disability (LTD)
• Tuition reimbursement
• Pet insurance
• Generous vacation policy
• Programs supporting diversity, inclusion, learning and development, and employee affinity groups