Principal Product Manager

OnRamp•Boston, MA

About The Position

OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online. We’ve built the system of record for post-sale workflows, powering onboarding and expansion for enterprise customers including Fortune 15 companies. Now we’re evolving that foundation into something much bigger: an intelligent system that actually does the work. We’re building an agentic platform that eliminates friction in the B2B customer relationship. We're hiring a Principal Product Manager to own the customer-facing side of OnRamp: the portal experience that our customers’ customers live in, and the AI-powered engagement layer that makes every interaction more effective. This is not a supporting role. You will define what best-in-class end customer engagement looks like, build the roadmap to get there, and ship it. The customer portal is OnRamp's most visible surface — it's where our customers' customers go to complete onboarding, take action, and stay engaged throughout their entire lifecycle. Making that experience exceptional is a direct driver of our customers' retention, expansion, and revenue outcomes. You'll also be the PM owner of Aero AI's customer-facing agent capabilities: the intelligence embedded in the portal that surfaces contextual guidance, nudges stalled users, answers questions in the moment, and escalates to a human when it matters.

Requirements

8+ years of product management experience at B2B SaaS companies
Track record of owning and shipping customer-facing product experiences
Experience working on or alongside customer success, onboarding, or implementation tools
Hands-on experience working with AI/ML-powered features or products
Strong instincts for UX and a high bar for product quality
Ability to operate across strategy, discovery, and execution without needing a lot of structure
Experience at companies in growth or scaling stages

Nice To Haves

Customer Experience Obsessed: You hold a high bar for what a great end customer experience looks like. You notice friction before customers complain about it, and you know how to translate that instinct into product decisions.
AI-Native Thinker: You understand that AI isn't just a feature to bolt on, it's a different way to design products. You've worked with or thought deeply about how AI agents change what's possible in a customer experience, and you're excited to build in that space.
Outcome-Oriented Builder: You care about impact, not output. You can connect product decisions to customer outcomes (time-to-value, adoption, retention) and business outcomes (expansion, churn reduction, NPS). You write specs that teams can execute on.
Strong Communicator: You're direct, clear, and low-ego.
Experienced in the Problem Space: You've worked on B2B SaaS products, ideally in onboarding, customer success, or workflow-heavy domains. You understand the dynamics of enterprise customers, implementation timelines, and the complexity of serving both buyers and end users.

Responsibilities

Own the end-to-end experience of the OnRamp customer portal — the primary interface for end customers running their onboarding and keeping their customers engaged. Define what a best-in-class portal looks and feels like, identify gaps between where we are and where we need to be, and build a roadmap that closes them.
Own the product direction for Aero AI's portal agent layer. Work closely with engineering and design to build agents that understand where a customer is in their journey, take proactive action to keep them moving, and hand off to humans with the right context when needed. Define the intelligence — the signals, triggers, and interventions — that turn passive portal visits into active engagement.
Identify and define capabilities beyond the current portal that would help our customers drive better onboarding and implementation outcomes. This includes new surfaces, new interaction models, and new ways to close the loop between the customer-facing experience and the internal teams managing it.
Partner with Engineering, Design, Customer Success, and Sales to ship. Translate customer problems and business outcomes into clear, well-scoped specs. Prioritize ruthlessly. Move fast without creating rework.
Stay close to customers — both our direct customers (the teams using OnRamp to run onboarding) and their end customers (the people going through it). Use that insight to continuously sharpen your roadmap and make the case for what we build next.