Bizee powered by Incfile

Principal Product Manager – Customer Experience

Bizee powered by Incfile

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Job Level

Senior

Tech Stack

SQL

About the role

  • Launch a unified framework to measure and increase customer value perception, driving service engagement.
  • Re-architect the onboarding and initial service consumption flow to ensure high adoption and measurable reduction in early churn.
  • Implement a robust, proactive 'Member Center' experience that empowers entrepreneurs to manage their services, recognize value, and reduces active and passive churn.
  • Partner with Platform Engineering to run weekly A/B tests on onboarding steps, in-app support, and proactive retention triggers.
  • Ensure 100% data integrity between customer actions (engagement, support tickets, usage) and our Customer Health Score reporting systems.
  • Deploy AI-powered personalization throughout the in-app experience to surface relevant service usage tips and proactive support, increasing long-term engagement.

Requirements

  • Customer Experience Expertise: You’ve built or scaled complex customer success, retention, or subscription lifecycle platforms at scale.
  • Strategic Thinking: You don't just build features; you understand service design, NPS/CSAT drivers, and churn prediction models.
  • Technical Fluency: You can hold your own in a room of architects. You understand APIs, event-driven architecture, and how customer usage and sentiment data flows through a service design stack.
  • Data Obsession: You live in the customer journey. You are expert at using SQL, Mixpanel, or Amplitude to find the 'why' behind churn and low engagement.
  • Experimental Mindset: You believe in shipping fast, failing small, and doubling down on winners.
  • Entrepreneurial Grit: You’ve likely started something yourself or thrived in high-growth, ambiguous environments.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Virtual Wellness Resources
  • Work From Home
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLMixpanelAmplitudeAPIsevent-driven architecturecustomer success platformsretention strategiessubscription lifecycle managementservice designchurn prediction models
Soft Skills
strategic thinkingdata obsessionexperimental mindsetentrepreneurial grit