Principal or Sr Product Manager - Customer Experience

About Bizee

Bizee (formerly Incfile) has helped over 1 million entrepreneurs start and run their businesses. We're transforming from a transaction-focused formation business to an AI-powered operating system for entrepreneurs.

We champion the everyday entrepreneur. We believe in self-determination, grit, and earned success. No fluff, no jargon, no pretense. We work hard, ship fast, and let our products speak for themselves.

We're 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.

What Makes Working Here Different

• AI-Native Product Management: AI isn't a bolt-on; it’s our core. You'll 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 do "feature requests" from the top down; you identify the 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 continue to gain value from their business services.

The Role

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.

What You'll Deliver

• 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.

Requirements

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 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.

What Will Make You Stand Out

• 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.

What We Don't Care About

• 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).

Benefits

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 experience, skills, education, location, and other job-related reasons.

This employer participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Available benefits include: Health Care Plan (Medical, Dental & Vision), Life Insurance (Basic, Voluntary & AD&D), Virtual Wellness Resources, Work From Home