Senior Product Manager, Customer Lifecycle

Ready to be a Titan? Halcyon Labs is the leading operating system for the trades -- powering everything from marketing and dispatch to payments and accounting for residential, commercial, and exterior contracting businesses. We're looking for a Senior Product Manager to join the Lifecycle Intelligence team and help define how AI transforms the post-sales customer experience. You'll own critical parts of the intelligence that makes our platform smarter for every customer interaction -- from the moment a contractor finishes onboarding through years of daily use. You'll work at the intersection of large language models, deep product domain knowledge, and real customer outcomes, building AI-powered experiences that help contractors get more value from Halcyon Labs and help our teams serve them more effectively. If you've shipped AI products in production, think in eval frameworks before you think in feature specs, and want to apply that craft to a platform used by tens of thousands of businesses every day -- we want to hear from you. What you'll do Own a portfolio of AI-powered use cases within our agentic customer lifecycle experience. You'll be responsible for specific customer outcomes and ensuring our AI agents have the capabilities to achieve those for our customers. Drive discovery for how AI can help customers optimize their usage of ST and get the help they need, and how we can drive AI capabilities in new channels for customers. Collaborate deeply with engineering and data science to shape the context layer and how we can create delightful customer experiences in any/all channels. Partner with post-sales teams (Support, Customer Success) to uncover customer and team needs. Identify opportunities for scalable, automated approaches vs. manual ones. Measure impact. Define the right success criteria and ensure we are evaluating and improving accuracy and coverage at all times. Use the data to inform what we do next. What you'll bring Experience: 5+ years of Product Management experience in B2B SaaS, with at least 2 years shipping AI/ML-powered products in production. AI product craft: Experience shipping agentic AI solutions. Fluency in eval frameworks, deterministic vs. non-deterministic approaches and where each is appropriate, and data-driven iteration on model performance. Analytical rigor: Comfort with quantitative data assessing every aspect of the journey from customer behavior to AI agent accuracy to business outcomes. You can dig into agent performance data, identify patterns in failure modes, and translate findings into product decisions. Strategic communication: Ability to work effectively with operations leaders, engineering teams, and data scientists. You can frame AI capabilities in terms of customer and business outcomes, not just technical sophistication. You write clearly, present concisely, and build conviction with cross-functional partners. Domain knowledge (preferred but not required): Experience in support/CX, customer lifecycle, or post-sales product management. Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits : Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical. Support for Titans at all stages of life : Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more. At Halcyon Labs , we celebrate individuality and uniqueness. We believe that the convergence of