Principal Product Manager (CX)

TL;DR

Principal Product Manager (CX): Shaping and evolving the core customer experience across login, onboarding, and portal journeys for small business users with an accent on simplicity, security, and scalability. Focus on designing intuitive personalized journeys, integrating AI-driven capabilities, and leveraging data-informed experimentation to improve engagement.

Location: Must be based in the United States

Salary: $135,000–$180,000 plus bonus eligibility

What you will do

• Own and evolve the end-to-end customer login and portal experience across all touchpoints.
• Define product vision, strategy, and roadmap for CX improvements and AI-powered features.
• Lead customer discovery initiatives with SMB users to identify pain points and growth opportunities.
• Collaborate with UX, engineering, data, and AI teams to deliver seamless digital experiences.
• Use analytics and experimentation to prioritize initiatives and measure product success.
• Integrate AI capabilities such as personalization and automation into customer journeys.

Requirements

• 5+ years of product management experience focusing on CX, UX, or journey-based products.
• Proven ownership of core customer journeys such as login, onboarding, dashboards, or portals.
• Experience working with SMB customers, preferably in SaaS, eCommerce, or digital platforms.
• Strong data-driven mindset with hands-on experience in analytics and performance metrics.
• Must be based in the United States.
• Experience with or strong interest in AI-powered features and personalization tools.

Nice to have

• UX or design background or deep collaboration experience with design teams.
• Familiarity with A/B testing and modern experimentation frameworks.

Culture & Benefits

• Competitive salary with bonus eligibility and 401(k) retirement plan with employer matching.
• Comprehensive health coverage including medical, dental, and vision insurance with HSA options.
• Fully remote work flexibility with a strong emphasis on work-life balance.
• Generous paid time off and flexible vacation policies.
• Tuition reimbursement and continuous learning opportunities.
• Family-friendly benefits including pet insurance and disability coverage.