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CWILL

Lead Product Manager (SaaS & AI Agent)

CWILL · New Jersey, United States · $150K–$200K/yr

Software Development · 51-200 employees

6 h ago
Remote Senior (5-10 yrs) Full-time United States
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About the role

You will lead the development of an integrated customer platform by defining cross-product journeys and AI agent use cases. You will partner with engineering to translate merchant needs into platform capabilities while co-owning the go-to-market strategy.

What they look for

Product Management SaaS AI Agent Customer Discovery Go-To-Market Strategy Shopify Ecommerce Workflow Automation Platform Design Data Infrastructure LLM User Experience Design Cross-functional Leadership Technical Product Management Product Roadmap Stakeholder Management

Requirements

The role requires 5–8 years of product experience, including 2+ years building AI or LLM-powered products from scratch. Candidates must have a strong background in B2B SaaS and proven ability in customer discovery and platform design.

Benefits

401(k) Paid Time Off Paid Holidays Insurance

Full description

About the RoleThis 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 DoCustomer 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

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

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

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