Lead Product Manager (SaaS & AI Agent)

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