FourKites - Product Manager, Customer Experience

• Own the adoption metrics for the Visibility Group's product portfolio — define, track, and analyze feature usage, engagement, and retention KPIs. • Identify adoption gaps and friction points through direct customer engagement, usage data analysis, and feedback loops with Customer Success and Sales teams. • Develop and execute a product adoption roadmap with prioritized enhancements that drive measurable improvement in customer engagement and stickiness. • Data Analysis & Insights • Work hands-on with product usage data and analytics platforms to generate actionable insights on customer behavior and feature utilization. • Build and maintain dashboards and reports to monitor adoption trends across customer segments, geographies, and product areas. • Partner with Data Science and Engineering teams to improve data instrumentation, event tracking, and reporting capabilities. • Translate quantitative data findings into clear product hypotheses and prioritized backlog items. • Customer Engagement & Discovery • Actively engage with customers across various touchpoints — onboarding calls, QBRs, support escalations, and product feedback sessions — to develop a deep understanding of their workflows and unmet needs. • Collaborate with Customer Success Managers to build structured feedback channels that surface systemic product gaps. • Champion the voice of the customer in internal product planning discussions and roadmap prioritization. • Product Development • Product Development • Translate customer insights and usage data into detailed product requirements, user stories, and acceptance criteria for engineering teams. • Partner closely with engineering and design through the full development lifecycle — from discovery and scoping through delivery and post-launch monitoring. • Manage and prioritize the CX product backlog, balancing short-term adoption levers with longer-term platform enhancements. • Cross-Functional Collaboration • Work with Product Marketing and Enablement teams to develop onboarding materials, feature announcements, and adoption playbooks. • Collaborate with Presales and Solutions teams during deal cycles to gather market requirements and inform the product roadmap. • 4+ years of product management experience in B2B SaaS, with demonstrated focus on customer adoption, product-led growth, or customer experience. • Proven ability to work hands-on with data — comfortable querying databases (SQL), working with analytics tools, and building data-driven narratives. • Strong customer engagement skills — experience conducting customer interviews, discovery sessions, and translating qualitative feedback into product requirements. • Experience working cross-functionally with engineering, design, and customer success teams in an agile environment. • Excellent communication skills with ability to work effectively with US-based teams and customers during CST business hours (significant schedule overlap required). • Demonstrated ability to leverage AI tools (e.g., Claude, ChatGPT) to accelerate product workflows — including synthesizing customer feedback, drafting requirements, and generating data insights at speed • Preferred • Domain experience in supply chain, logistics, or transportation technology. • Prior exposure to enterprise SaaS onboarding, customer health scoring, or NPS-driven product improvement programs. • Note: Role would require to work in Night Shift