Head of Product, New Customer Experience

United States Digital Space LLC; San Francisco (CA); Hybrid; USD 206,000 - 292,000; Full time

Benefits offered by this job

Hybrid work model

Office in San Francisco

Job summary

United States Digital Space LLC is seeking an experienced Head of Product, New Customer Experience, to own the entire product journey from discovery to activation for SMB customers. You will lead a team of PMs, partner with Engineering, Design, Data, Marketing, Sales, and Finance, and drive AI-enabled onboarding at scale.

This role emphasizes growth, onboarding optimization, and cross-team leadership in a multi-product environment with a strong SMB focus and a data-driven, customer-first

Qualifications

• 10+ years of direct Product Management experience, including 4+ years leading and managing product managers.
• Track record owning growth, acquisition, or onboarding funnels with direct accountability for a conversion or revenue number.
• Hands-on experience shipping AI-powered customer experiences.
• Experience selling to SMBs and in a multi-product company with shared platforms.
• Experience owning a public web surface (e.g. marketing site, CMS) is a plus.
• Strong experimentation instincts and judgment to iterate or stop as needed.
• Experience partnering with Marketing, Sales, and Finance with direct revenue accountability.

Responsibilities

• Own the end-to-end new customer experience, including AI integration and discovery pathways.
• Set and evangelize a growth strategy to attract, evaluate, and activate new customers.
• Collaborate cross-functionally with Engineering, Design, Data, Marketing, Sales, and Finance to execute the onboarding platform strategy.
• Coach and lead senior product managers to raise craft, customer understanding, and execution velocity.

Skills

Product leadership

Growth funnel

AI experience

Cross-functional leadership

SMB sales experience

Job description

About the company

At the company, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build the company should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at the company. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

By the Numbers:

• 500,000+ small businesses served nationwide

• Named #1 best software for small business by G2

• 2,700+ employees in the United States, Canada, and Mexico, and growing

• Over $1B in annual revenue

• The SMB market is large (and growing!) with huge opportunities for the company to make an incredible impact for SMBs

• There are 6.2M employers in the US, 98% have fewer than 100 employees (1)

• 550,000 new businesses are created each year in the US (1)

What Product Management is like at the company:

• Our Product team is lean, which means you’ll have a high degree of impact and ownership. We believe in smaller, empowered teams that move quickly with less overhead. You’ll move fast by pairing sharp product judgment with fluency in AI tools — automating what slows teams down and amplifying what makes them creative and high-performing.

• We’re boundaryless builders. Lines between roles are intentionally blurred, and our PMs do whatever it takes to deliver outcomes. You’ll prototype, automate, design, and ship — using AI as your co-builder to turn problems into durable solutions that deliver customer value with urgency and care.

• We’re here to serve small and medium businesses. the company has a strong mission-driven culture, and we care deeply about lifting up these business owners — building technology for an AI-first world that gives them the superpowers to run and grow their businesses with confidence.

• We’re comfortable with change. Our environment moves fast, and PMs here thrive in ambiguity — blending curiosity, experimentation, and AI-native craft to shape how products (and work itself) are built at the company.

About the Role:

the company is looking for an experienced Product leader for our New Customer Experience team. the company is known as the trusted payroll solution for hundreds of thousands of SMBs. As we expand as the trusted small business partner with new multi-product offerings, we need to ensure new customers can clearly see, and choose, the the company that’s right for their business. As Head of Product, New Customer Experience, you will be responsible for the entire product experience a small business takes from potentially never having heard of the company, to activating the the company products that help them start, run, and grow. Every new the company customer comes through the surfaces your team owns, which makes this one of the highest-leverage product roles at the company.

About the Team:

New Customer Experience is part of the company's Growth organization and covers four areas: our top-of-funnel web experience, onboarding, activation, and the shared onboarding platform that other the company product teams build on. You will lead a team of product managers and partner daily with Engineering, Design, Data, Marketing, Sales, and Finance. Onboarding is genuinely hard for SMBs: tax IDs, bank verification, signatories, prior payroll history. Our job is to make that feel less like paperwork and more like being guided through it by a small business expert.

Here’s what you’ll do day-to-day:

• Ownership: You will own the end-to-end new customer experience, including determining the best way to natively include AI throughout to assist customers. Set and evangelize a strategy for how small businesses discover, evaluate, and start using the company, including how we show up in AI assistants and agentic surfaces, where a prospective customer may never visit our website at all.

• North Star: Create a best-in-class new customer experience which grows the number of small businesses who choose the company and get successfully set up - increasing acquisition volume, optimizing onboarding conversion, and establishing the company as the default small business partner solution.

• Collaborate: You'll work closely with every function: Engineering, Design, Data, Marketing, Sales, and Finance to bring your vision to life. You’ll rally cross-functional teams and leaders around a shared onboarding platform strategy.

• Empowerment: Directly coach and lead a talented team of senior product managers. You will raise the bar on craft, customer understanding, and execution velocity.

Here’s what we're looking for:

• 10+ years of direct Product Management experience, including 4+ years leading and managing product managers.

• A track record owning a growth, acquisition, or onboarding funnel with direct accountability for a conversion or revenue number, not just shipping features. You know your funnel numbers cold.

• Hands-on experience shipping AI-powered customer experiences. You have a real point of view on what acquisition looks like when the front door is an AI assistant rather than a website, you know how to evaluate whether an AI experience actually beats the flow it replaced, and you treat latency and cost as product constraints. You use AI in your own work to research, synthesize, and prototype.

• Experience in selling to SMBs, and experience in a multi-product company with shared platforms and real cross-team dependencies

• Experience owning a public web surface (e.g. marketing site, CMS) a plus.

• Strong experimentation instincts and the judgment to know when a flat result means iterate and when it means stop. You are a builder who stays close to the work

• Experience partnering closely with Marketing, Sales, and Finance, with direct accountability to a revenue target or P&L

Our cash compensation amount for this role is $206,00/yr to $248,000/yr in Denver & most major metro locations, and $243,000/yr to $292,000/yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.

the company has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, the company's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

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