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 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