Product Manager

About Cntxt Ai

About The Role

Product Manager, Customer Experience (CX)

Product, Customer Success, Operations, UX, and AI

Customer Journey Ownership

• Own the complete customer lifecycle for Munsit, including:
• Evaluation
• Onboarding
• Implementation
• Adoption
• Retention
• Expansion
• Map and optimize customer journeys across different customer segments.
• Identify friction points and opportunities for improvement.
• Develop strategies to increase customer engagement and product adoption.

Voice Of Customer (Voc)

• Establish structured customer feedback programs.
• Conduct:
• Customer interviews
• User research sessions
• Customer advisory boards
• Feedback workshops
• Analyze customer needs and translate insights into product requirements.
• Advocate for customers throughout the product development process.

Product Experience Optimization

• Define and improve:
• User onboarding experiences
• Self-service experiences
• Customer education journeys
• Product adoption workflows
• Work closely with UX and Engineering teams to improve usability and customer satisfaction.
• Drive initiatives that reduce customer effort and improve time-to-value.

Product Requirements & Roadmap

• Convert customer insights into:
• Product requirements
• User stories
• Feature enhancements
• Collaborate with Product and Engineering teams on roadmap prioritization.
• Ensure customer needs are reflected in future product development.

Customer Success & Adoption

• Partner with Customer Success and Sales teams to:
• Improve customer onboarding
• Increase feature adoption
• Improve customer retention
• Develop frameworks for measuring customer health and engagement.
• Support enterprise customer implementations when required.

Data & Analytics

• Define and monitor key CX metrics including:
• NPS
• CSAT
• CES
• Retention
• Product adoption
• Feature utilization
• Churn
• Build dashboards and reporting frameworks.
• Use data to identify trends and drive improvements.

Ai & Voice Experience Enhancement

• Develop deep understanding of
• Arabic speech recognition
• Voice AI systems
• Conversational AI
• Customer interaction workflows
• Identify opportunities to improve customer experiences through AI-powered features.
• Work with AI teams to improve product performance based on customer feedback.

Required Qualifications

• 4–8 years of experience in:
• Product Management
• Customer Experience
• Customer Success
• Product Operations

• SaaS Product Management

• Experience working with B2B SaaS, AI, or technology products.
• Strong understanding of customer journey mapping and CX frameworks.
• Experience gathering and prioritizing customer requirements.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience working with:
• AI products
• Voice AI
• Conversational AI
• Contact center technologies
• Speech technologies
• Experience in enterprise software environments.
• Experience with:
• Product analytics tools
• CRM platforms
• Customer success platforms
• Arabic language proficiency is highly desirable.

What Success Looks Like

• Within the first 12 months, the successful candidate will:
• Establish a measurable customer experience framework for Munsit.
• Improve onboarding and adoption processes.
• Increase customer satisfaction and retention.
• Build a structured Voice of Customer program.
• Drive product improvements based on customer insights.
• Become the internal champion for customer experience across the organization.

Why Join Cntxt Ai

• Help shape the future of Arabic Voice AI.
• Work on one of the region's most innovative AI products.
• Collaborate with world-class AI engineers, product leaders, and enterprise customers.
• High-impact role with direct influence on product strategy and customer success.
• Opportunity to build the customer experience foundation for a rapidly scaling AI platform.