Senior Product Manager - Core Experience

How you’ll be impactful:Ingenio's US Marketplace (Keen) is looking for a Senior Product Manager to own the customer experience after the first paid conversation. Following our recent rebrand and ongoing product redesign, this role will turn that foundation into measurable improvements in retention, revenue per customer, and customer lifetime value.

Customers come to Keen seeking guidance on relationships, careers, and life's important moments. Finding the right advisor, building trust, and returning are what drive our business. While our Growth team owns the journey to the first conversation, you'll own what turns that first interaction into a lasting relationship.

Where you'll start: The first week. Your initial focus is improving retention after the first conversation. You'll optimize advisor discovery and ranking across cards, profiles, and category pages, refine funding and packaging experiences, and identify what drives customers to return. You'll establish targets and run experiments against key metrics: week-1 return rate, month-1 retention, repeat purchase rate, and revenue per customer.

Where it goes: The customer lifetime. You'll own the broader customer experience, from matching and personalization to AI-powered features, loyalty, trust, and re-engagement. You'll define Keen's Core Experience strategy, prioritize investments, partner with teams shaping advisor supply, and drive long-term customer lifetime value.

We're a small, growing team of four across Product and Design, offering meaningful ownership, direct access to leadership, and visible business impact. As a senior team member, you'll also elevate how we form hypotheses, evaluate experiments, and make product decisions.

Please note: This role will require being in our SF office at least 3 days per week (Tuesday-Thursday).

What you'll be doing:

• Own customer value outcomes: Drive week-1 return rate, month-1 retention, repeat purchase rate, and revenue per customer, with customer lifetime value (CLV) as the overarching metric. Set targets, build the underlying models, and report weekly to leadership.
• Define the Core Experience strategy and roadmap using cohort data, customer insights, and unit economics. Prioritize investments, make tradeoffs, and communicate decisions across the company.
• Own the customer-facing marketplace experience across web and mobile, including advisor cards and profiles, browsing, search, sorting, favorites, and in-product notifications.
• Lead matching and personalization: Optimize advisor rankings and recommendations, evaluating quality and impact on 30 and 90-day customer value, not just immediate conversion.
• Drive post-purchase monetization: Optimize add-funds flows, pricing, packaging, payments, and repeat-purchase offers. Partner with Growth to improve the transition from first purchase to repeat engagement.
• Build lifecycle and re-engagement experiences with Marketing and CRM, including week-1 messaging, loyalty, rewards, and AI-powered features that keep customers engaged between sessions.
• Lead rigorous experimentation: Design rapid, statistically sound tests with clear hypotheses, success metrics, and decision criteria. Balance short-term gains with long-term value and pivot when results demand it.
• Develop deep customer insights through cohort and segment analysis, customer interviews, usability research, and support data to understand what drives retention.
• Partner with Marketplace Success and Data to improve advisor quality, availability, and pricing as key drivers of customer retention.
• Elevate product execution: Lead engineers and designers through ambiguous challenges, strengthen experimentation standards, and mentor PMs as the team grows.

What you'll need to be successful:

• 6+ years of product management experience in B2C, subscription, or two-sided marketplace products, with direct ownership of retention, engagement, or monetization.
• Proven business impact improving retention, repeat purchases, or revenue per user, with measurable results and clear understanding of what drove them.
• Deep experimentation expertise, including long-term cohort measurement and experience establishing experimentation standards across teams.
• Experience shipping and evaluating search, ranking, recommendations, matching, or personalization products with probabilistic outcomes.
• Strong analytical skills across cohort retention, CLV, ARPU, payback, and CLV, with hands-on experience in product analytics, feature flagging, and financial modeling.
• Strong product and design judgment, particularly for high-trust consumer experiences where presentation influences customer confidence.
• Ability to translate quantitative and qualitative insights into compelling product strategies, investment decisions, and measurable outcomes.
• AI fluency, including shipping AI-powered customer experiences and using AI tools to improve your own productivity.

Nice to have:

• High ownership, bias toward action, and ability to influence cross-functional teams and leadership through data-driven decisions.
• Experience with payments, wallets, credits, or pay-per-minute pricing.
• Experience building loyalty, rewards, or re-engagement programs that improve retention.
• Two-sided marketplace experience, particularly where supply quality influences customer outcomes.
• Experience partnering with lifecycle marketing or CRM teams and tools.
• Experience contributing to major product, platform, or brand transformations.
• Experience mentoring or managing product managers.

Perks & Benefits:

• Opportunity to work alongside a friendly, talented, and highly collaborative team
• Premium medical, dental, and vision insurance 
• Generous holiday and PTO policies (including Birthday PTO!)
• Summer Fridays
• Technology stipend
• 401k matching program 
• Lunch 
• Wellness allowance 
• Training and development opportunities and allowance 
• Fun and inclusive in-person and virtual events 

Pay Transparency:
The US base salary range for this full-time position is $175,000-$210,000. In addition to competitive base pay, this role is eligible for an annual bonus, equity, and comprehensive benefits. 

Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target base salary for new hires in the San Francisco Bay Area. Individual compensation is determined based on work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the compensation package and range for your preferred location during the hiring process.

Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas.