Product Manager

Overview

You're the PM responsible for OnRamp's customer-facing portal—the interface their clients log into during onboarding. You'll decide what information customers see, what actions they need to take, and how to keep implementation projects from stalling. You're working with a small product team at a 58-person company selling to B2B SaaS companies, client services orgs, and healthcare providers.

Role Snapshot

Company Context

Stage: Early-stage (likely Series A/B based on 58 employees)

Size: 58 employees

Growth: Hiring for product and growing fast according to post

Market Position: Building in customer onboarding space where the problem is well-known ("most onboarding processes are a mess") but fragmented solutions

What They Sell: Customer onboarding platform with AI features, integrates with CRMs and project tools, aimed at replacing spreadsheets and email-based onboarding

What You'll Actually Do

Time Breakdown

Customer Research (25%) | Feature Design (30%) | Eng/Design Collaboration (25%) | Internal Stakeholder Management (20%)

Key Activities

• Customer interviews and usage analysis: You'll talk to OnRamp's customers (and their customers) to understand where onboarding projects stall, what information is missing, what causes people to go dark. Expect to spend time in actual customer portals seeing what's confusing.
• Portal and workflow design: Deciding what belongs in the portal, what sequence steps should follow, what visibility customers need. This is the core of the role—making implementation feel guided rather than chaotic.
• Engineering collaboration: Writing specs, reviewing designs, making tradeoff decisions with the engineering team. At 58 people, you're probably working directly with engineers daily, not through layers of PMs.
• Sales and CS feedback loops: Sales will tell you what prospects expect, CS will tell you where customers get stuck. You'll need to decide what's a product problem vs. a process problem.
• AI feature integration: The platform mentions "intelligent insights engine"—you'll likely be involved in how AI surfaces what's at risk or what needs attention next.

The Honest Reality

What's Hard

• Balancing configurability vs. simplicity: Different customers onboard differently, but if everything is customizable the portal becomes a mess. You'll constantly be deciding what to bake in vs. make flexible.
• Small team constraints: At 58 people, eng resources are tight. You can't build everything. Most of your ideas will get deprioritized or simplified.
• Customer implementation variance: Healthcare onboarding looks different from SaaS onboarding. Building one portal that works for multiple use cases is tricky.
• Measuring success is murky: How do you know if the portal is "better"? Time to go-live? Customer satisfaction? Adoption rates? All are squishy and affected by other factors.
• The actual problem is often process, not product: Sometimes customers stall because the project lead left or internal priorities shifted—no portal feature fixes that.

What Success Looks Like

• Customers complete onboarding faster (measurable go-live time improvement)
• Fewer customers go dark mid-implementation (drop-off rate decreases)
• Customer Success team spends less time chasing status updates
• Sales can demo the portal as a differentiator that prospects actually care about

Who You're Working With

Internal Stakeholders:

• Engineering team (writing specs, reviewing builds, making tradeoff calls)
• Sales team (hearing what prospects expect and need to see)
• Customer Success (understanding where implementations fail)
• Company leadership (likely reporting to Head of Product or CEO at this size)

External Stakeholders:

• OnRamp's customers (the companies using OnRamp)
• End users of the portal (the customers' customers who are being onboarded)

Requirements

• B2B SaaS product management experience, ideally in tools used by multiple teams (CS, Sales, Ops)
• Understanding of customer onboarding or implementation workflows—you need to know why projects stall
• Experience designing user-facing products, not just internal tools or admin panels
• Comfort working in early-stage environment where process is light and you need to figure things out
• Ability to talk to customers directly and translate messy feedback into clear product decisions
• Technical enough to work directly with engineers on feasibility and tradeoffs

The Type of Person Who Does Well Here

You've seen bad onboarding processes and understand the patterns of why they fail. You're comfortable with ambiguity—there's no playbook for this, you're building it. You can handle being pulled in multiple directions (Sales wants features for deals, CS wants fixes for current pain, Eng wants to reduce tech debt). You like talking to users and don't need everything validated through formal research. You're okay with small team chaos and shipping imperfect things to learn fast.