CWILL

Builds post-purchase tools for online merchants

Lead Product Manager - SaaS & AI Agent

Product ManagementConfirmed live in the last 24 hours

Full-timeRemote in USA$150k - $200kRemote

About the Job

Requirements

5–8 years of product experience, including 2+ years building AI or large language model-powered products from 0 to 1.
Background in business-to-business software as a service, ideally multi-product customer platforms such as Customer 360, workflow automation, unified inbox, customer relationship management, cross-product journeys, or AI copilot and assistant features.
Ability to conduct customer discovery by talking to merchants, running pilots, and translating ambiguous feedback into a clear roadmap.
Fluency in AI application product design, including agent task definition, tool calling, human-in-the-loop flows, trust, and explainability, without needing to build underlying model infrastructure.
Ability to work across time zones with a distributed engineering team and reduce coordination overhead through strong written communication.
Heavy use of AI tools such as GPT, Claude, and Gemini as a working style.

Responsibilities

Conduct customer discovery with US mid-market Shopify merchants to understand parallel tool usage, manual workflows, and where merchants would trust an AI Agent to act autonomously.
Work with Sales and Customer Success and validate use cases with lighthouse customers before building.
Design end-to-end customer journeys spanning multiple CWILL products.
Own the unified platform experience, including information architecture, navigation, and 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.
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 and define successful task completion criteria.
Communicate product requirements clearly to engineering, focusing on Agents that complete measurable merchant tasks rather than chat interfaces.
Own platform packaging and pricing decisions, including base-plan inclusions, higher tiers, and suite sales strategy.
Define the Lighthouse Customer program and expansion annual recurring revenue playbook.
Partner with Sales and Customer Success to drive cross-product attach rate.
Translate merchant problems into clear platform capability requirements for engineering.
Co-own prioritization decisions by building shared judgment about customer problems versus nice-to-haves.
Reduce information loss across time zones through written specifications and documented decisions.

Desired Qualifications

Experience in the Shopify or direct-to-consumer ecommerce ecosystem, including platforms such as Klaviyo, Yotpo, Aftership, or Loop, or similar.
Seller perspective, such as having run an online store or worked directly with ecommerce merchants.
MarTech or post-purchase software-as-a-service background in marketing, support, reviews, or retention.
End-to-end business-to-business AI Agent product launch experience.

Lead Product Manager (SaaS & AI Agent)

CWILL · United States (Remote) · Full-time · Posted 2026-09-21

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

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About the Company

CWILL

Builds post-purchase tools for online merchants

CWILL provides software for online merchants to manage customer activity after a purchase and encourage repeat business. Its apps combine shipment tracking, returns and exchanges with product reviews, loyalty rewards, referral programs and email marketing. Store teams use the tools to send delivery updates, resolve return requests, collect customer feedback and coordinate campaigns, while a separate chatbot answers shopper questions using store information. Merchants install individual apps or connect several products, with paid subscriptions based on selected features and usage alongside free plans. The business began in 2014 as Channelwill and is headquartered in Cary, North Carolina.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Cary, NC
Founded: 2014

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