Principal or Sr Product Manager - Customer Experience

About Bizee

Bizee (formerly Incfile) has helped over 1 million entrepreneurs start and run their businesses. We are transforming from a transaction-focused formation business to an AI-powered operating system for entrepreneurs. We champion the everyday entrepreneur and believe in self-determination, grit, and earned success. We work hard, ship fast, and let our products speak for themselves. We are looking for product leaders who share these values and want to build the customer-facing operating system that powers the next generation of American businesses.

• AI-Native Product Management: AI is core. You will leverage AI to personalize customer-facing experiences and automate retention-driving journeys.
• High Agency, High Impact:
  You own the customer experience roadmap. We don t rely on top-down feature requests; you identify levers that drive customer satisfaction and long-term retention.
• Greenfield Opportunity:
  We re rebuilding our customer experience stack. You ll define the strategy for how entrepreneurs experience, use, and gain value from our business services.
• 2028 Strategic Transaction:
  We have a clear timeline and goals. Your success in optimizing LTV and reducing churn directly drives company valuation.

As the Principal Product Manager for Customer Experience, you own the value and retention engine of the Bizee operating system. You will define the strategy and execution for the end-to-end customer journey, post-purchase onboarding, service consumption, and subscription retention programs.

This is not a "requirements gatherer" role. You are a business-minded product leader who understands customer psychology and service design. You will partner deeply with Engineering to build flexible, scalable customer experiences that enable rapid experimentation. You ll lead a cross-functional squad while influencing the broader executive team on customer success and value delivery strategy.

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

What We're Looking For

• Customer Experience Expertise:
  You ve built or scaled complex customer success, retention, or subscription lifecycle platforms at scale.
• Strategic Thinking:
  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.

• You ve led a successful initiative to measurably reduce subscriber churn (e.g., by 10% or more).
• You have a strong opinion—backed by data—on the future of AI-driven customer success and proactive service delivery.
• You can demonstrate how you ve used AI tools (Claude, ChatGPT, etc.) to accelerate your product discovery and spec-writing process.
• You ve worked in the  prosumer  or SMB space and understand the unique psychology of the small business owner.

• Prestigious company names on your resume.
• Formal MBA or CS degrees (show us your results).
• Years of experience (show us your impact and velocity).
• Polished corporate personas (we want authentic, high-output leaders).

Disclaimer: Bizee is an Equal Opportunity Employer; employment with Bizee is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

The compensation offered to the successful applicant may vary based on factors including…