Lead Product Manager (SaaS & AI Agent)

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