About the RoleYou'll sit at the intersection of product management and member lifecycle education-owning the post-sale member experience from the moment someone signs with Base through years of membership.
Our members make a meaningful commitment when they join Base. Your job is to make sure they never regret it. That means getting ahead of their questions before they have them, guiding them through onboarding and installation with clarity, and continuously deepening their understanding of and engagement with their Base system. You'll own every product experience members touch in the app and dashboard, all post-sale automated communications sequences, the Help Center, and more.
You will build something category-defining from the ground up. If you've worked in product, product marketing, or customer experience and you're tired of watching the same friction points resurface release after release, this role lets you fix it for everyone for good. Structured systems thinking and tactical execution are the core components of the job, not a skill you bring to someone else's roadmap.
Done well, this role directly reduces contact volume, increases net promoter score, drives app engagement, and keeps members for life.
What You'll Do- Understand member bottlenecks and satisfaction from end to end to catch problems early and prevent them systemically, at scale.
- Own all in-product experiences-tooltips, notifications, explanations, and educational prompts-ensuring members always know what's happening with their system and why it matters.
- Map the full post-sale member journey and identify moments where a product intervention can reduce friction, answer questions, and build confidence.
- Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume.
- Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
- Translate complex energy concepts into clear, simple product experiences any homeowner can understand.
- Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance.
- Collaborate with Engineering, Member Experience, Design, and Ops to ensure the product reflects real member behavior and technical reality.
What You'll Bring- 3-7+ years in product management, product marketing, customer experience program management, or a similar function at a fast-paced consumer company.
- Direct experience owning the end-to-end customer experience-you know where things break down because you've seen it firsthand, not just measured it in a dashboard.
- Exceptional product instincts-you make complicated things simple and turn dry moments into engagement.
- A data-driven mindset: you define success metrics before you start, and you know how to measure what's working.
- Strong organizational instincts-you can manage a product backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything.
- Hands-on experience building and optimizing lifecycle journeys in various tools.
- Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint.
- Comfort being both strategic and hands-on-you're just as comfortable auditing a comms sequence as you are presenting a product strategy to leadership.
About the TeamThe Member Experience team is the face of Base to our members-and the voice of our members back to Base. We're deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what's working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.
Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
