Senior Product Manager, Customer Experience & Growth

Bnberry is transforming the $87 billion travel tech industry by changing how hotels and resorts connect with guests worldwide. We're seeking an ambitious Product Manager to own the end-to-end experience of our client-facing products - the surfaces our hotel customers touch every day.

This is not a Product Owner or delivery-management role focused on writing tickets and managing developers. Your primary mandate is to make sure our hotel customers successfully adopt, use, and get measurable value out of our platform. You'll spend your time understanding customer workflows, running experiments, and figuring out what drives real adoption - not executing a fixed roadmap handed to you.

What You'll Own

Hotel portal

Guest Communication platform

Revenue dashboards

Reviews and reputation management

Performance metrics and reporting

Customer notifications and emails

Onboarding experience

Product adoption and engagement

Client feedback collection and prioritization

What You'll Do

• Define product vision and roadmap for our customer-facing products.
• Deeply understand customer workflows and pain points - get close to real hoteliers, not just data.
• Analyze user behavior using product analytics to find what's working and what's not.
• Improve activation, adoption, engagement, and retention across the portal and related tools.
• Optimize conversion from emails and notifications into real product usage.
• Run customer interviews and usability testing as a core part of how you work.
• Partner closely with Customer Success, Sales, Marketing, Design, and Engineering.
• Prioritize ruthlessly based on customer impact and business value.
• Define success metrics and monitor product KPIs on an ongoing basis.
• Drive continuous, iterative improvements to the overall customer experience.

Requirements

• What We're Looking For:
• Entrepreneurial Mindset - You turn problems into opportunities, take ownership, test ideas quickly, and always find a way forward.
• Customer-Obsessed - You'd rather talk to ten hoteliers than guess from a dashboard. You translate what you hear into product decisions.
• Results-Driven - You care about impact, not process. You learn, measure, and iterate until adoption and engagement actually move.
• Strong Execution - You move fast, prioritize ruthlessly, and deliver. You turn 4-month projects into 4-week wins.
• Solution-Oriented - You don't stop at "it's impossible." You propose alternatives, build them, and make them happen.
• Resilience & Grit - You stay hands-on when things get tough and thrive on challenges.

Requirements

• 3+ years of Product Management experience in B2B SaaS.
• Experience building and owning client-facing platforms or portals - not just internal or backend products.
• Excellent UX and customer-journey thinking; you can spot friction before a customer complains about it.
• Strong analytical skills and hands-on experience with product/engagement metrics.
• Skilled in both qualitative and quantitative research - customer interviews and usability testing as well as data analysis.
• Experience working closely with Design and Engineering to ship customer-facing improvements.
• Strong communication and stakeholder management skills across Customer Success, Sales, and Marketing.
• Experience with product-led growth, customer adoption, or user engagement is a significant advantage.
• Travel & Hospitality Tech Expertise (preferred): knowledge of travel/hotel technology, OTA ecosystems, booking engines, channel managers, or hospitality operations is a major plus.
• Understanding of LLM-powered / agentic product capabilities is a plus, given Bnberry's broader product direction - though this role's focus is customer experience and adoption, not AI discovery itself.

Success Metrics

Examples include: product adoption rate, monthly active hotels, feature adoption, customer engagement, portal usage, onboarding completion, customer satisfaction (CSAT/NPS), reduction in support requests, customer retention, and expansion opportunities generated through product usage.

Important Clarification

This role is not a traditional Product Owner responsible primarily for backlog management and task assignment. The focus is on building products that customers love, use frequently, and that create measurable business value for both our clients and Bnberry.

Benefits

• Competitive salary plus equity package
• Define a new product category through discovery before the market figures it out
• Direct access to founders and technical leadership
• Autonomy to experiment, take risks, and drive discovery
• Work at the intersection of cutting-edge AI and a massive traditional industry