# Lead Product Manager (SaaS & AI Agent)

> CWILL · United States (Remote) · Full-time · Posted 2026-08-03

**Salary:** USD 150,000–200,000

**Workplace:** remote

## Description

### 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_

## Apply

[Apply at CWILL](https://apply.workable.com/cwill-us/j/CC4A77F668/apply)

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