Job Description

The ideal candidate will be responsible for creating and executing product strategies that improve the end-to-end customer journey. From onboarding and adoption to retention and expansion, you’ll work cross-functionally to ensure our platform delivers a seamless, intuitive, and valuable experience for every user.

Responsibilities

• Own and optimize the customer journey within the product, ensuring a frictionless, high-value experience across key lifecycle stages.
• Develop and drive a CX-focused product roadmap in alignment with company goals and customer feedback.
• Work cross-functionally with Design, Engineering, Customer Success, Marketing, and Support to identify pain points and opportunities for product improvement.
• Leverage data from NPS, CSAT, customer feedback, support tickets, and usage analytics to drive prioritization and feature enhancements.
• Collaborate with onboarding and implementation teams to improve time-to-value and reduce churn.
• Advocate for the voice of the customer in product development discussions and strategic planning.
• Conduct regular customer interviews, journey mapping, and usability testing to validate ideas and uncover unmet needs.
• Monitor CX success metrics and continually refine strategies to improve adoption, satisfaction, and retention.

Qualifications

• 5+ years of product management experience, ideally in a Software as a Service or B2B software environment.
• Proven track record of driving customer-centric product initiatives that improve user engagement and satisfaction.
• Deep understanding of CX principles, product usability, and user behavior.
• Strong analytical skills and comfort with product analytics tools (e.g., Mixpanel, Amplitude, Pendo).
• Excellent communication and stakeholder management skills.
• Experience working in agile product teams and collaborating with UX, Engineering, and Customer Success.
• Passion for listening to customers and solving real-world problems through thoughtful product design.

Job Tags

Similar Jobs