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Open nowPosted 13 days ago

Lead Product Manager (SaaS & AI Agent)

Workable (global search)108,016 open roles

Where
CA, United States
Work mode
Remote
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Your applicationOpen nowLead Product Manager (SaaS & AI Agent)Workable (global search) · CA, United States

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Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 13 days ago

Workable (global search) median: 7 days open

The posting

About the Role

This is CWILL's first US-based platform PM, and it's a P0 hire that reports directly to the CEO.

Your job is not to build the data infrastructure — our platform engineering team handles that. Your job is to turn what they've built into something US merchants actually want to use and pay for. You'll define the cross-product customer journeys, design the AI Agent use cases, co-own the GTM strategy, and spend real time with merchants figuring out which platform capabilities are worth building next.

The one-line mission: partner with CWILL's Platform Engineering team to turn our shared data, AI, and infrastructure capabilities into an integrated customer platform for global ecommerce brands.

What You'll Do

Customer Discovery

  • Go deep with US mid-market Shopify merchants — understand why they run multiple tools in parallel, which workflows are still manual, and where they'd actually trust an AI Agent to act autonomously
  • Spend time with Sales and CS, not just in internal meetings; validate use cases with real lighthouse customers before building

Cross-Product Platform Design

  • Design end-to-end customer journeys that span multiple CWILL products — for example: shipment delay → support escalation → compensation → review recovery, or VIP churn risk → marketing suppression → human outreach
  • Own the unified platform experience: information architecture, navigation, cross-product workflow design
  • Define what the AI Agent should do, what it should surface for human review, and how merchants understand what happened and why

AI Agent Product

  • Define Agent tasks, tool-calling scope, user permission and approval flows, error handling, and human escalation logic
  • Design the merchant-facing onboarding experience for AI features; set the bar for what "the Agent completed the task successfully" actually means
  • Communicate clearly to the engineering team: we're not building another chat interface — we're building an Agent that completes a measurable merchant task

GTM & Commercialization

  • Own platform packaging and pricing decisions: what's included in base plans, what belongs in higher tiers, and how to sell a suite instead of individual apps
  • Define the Lighthouse Customer program and expansion ARR playbook
  • Partner with Sales and CS to drive cross-product attach rate

Engineering Partnership

  • Translate fuzzy merchant problems into crisp platform capability requirements the engineering team can build against
  • Co-own prioritization decisions — not by escalating, but by building shared judgment on what's a real customer problem vs. a nice-to-have
  • Reduce information loss across time zones through clear written specs and documented decisions

Requirements

What We're Looking For

  • 5–8 years of product experience, with 2+ years building AI or LLM-powered products from 0 to 1
  • Background in B2B SaaS — ideally multi-product customer platforms (Customer 360, workflow automation, unified inbox, CRM, cross-product journeys, or AI copilot/assistant features)
  • Proven ability to do real customer discovery: talking to merchants, running pilots, and turning ambiguous feedback into a clear roadmap
  • Fluent in AI application product design — agent task definition, tool calling, human-in-the-loop flows, trust and explainability — without needing to build the underlying model infrastructure
  • Comfortable working across time zones with a distributed engineering team; able to reduce coordination overhead through strong written communication
  • Heavy user of AI tools (GPT, Claude, Gemini, etc.) — not as a technical requirement, but as a working style

Nice to Have

  • Experience in the Shopify / DTC ecommerce ecosystem (Klaviyo, Yotpo, Aftership, Loop, Narvar, or similar)
  • Seller perspective — has run an online store or worked directly with ecommerce merchants
  • MarTech or post-purchase SaaS background (marketing, support, reviews, retention)
  • End-to-end B2B AI Agent product launch experience

Who You Are

  • Startup mindset — you're comfortable making decisions with incomplete information and iterating fast
  • You think in customer outcomes, not feature lists
  • You'd rather spend a day with a merchant than a week writing specs no one's validated
  • Big company or startup background doesn't matter — ability and judgment do

Benefits

Starting Pay: 150K-200K depends on experiences, open to negotiation

  • 401(k)
  • PTO
  • Paid Holidays
  • Insurance
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