Principal Product Designer

Responsibilities

• Hi, my name is Matt Wensing, VP of Product & Design at Customer.io, and I'm looking for a Principal Product Designer. Principal Product Designer is the highest individual contributor design role at Customer.io. This person shapes the design vision for the company and influences how design is practiced here — through their own craft, through the standards their work sets, and through the partnerships they build with product and engineering leadership.
• Customer.io is in a transformational moment: executing against a strong current product while redesigning what the product is and how it's experienced by a new generation of builders. This role has to straddle both — delivering quality and coherence in what exists today while driving the vision for where things go.
• This is not a management role, but it's a leadership role in the fullest sense. Their influence is felt company-wide — in the product, in the culture, and in who we hire.
• You have a fully formed point of view on how AI changes what software means — for the people who use it, the people who build it, and the agents that increasingly operate it. You have the conviction to put that view to work across a product and an organization. You lead through clarity and example, give candid feedback that improves the work, and operate with humility and curiosity even outside your own expertise.
• Leads through clarity and example, not control. You shape culture through your own practice — not top-down direction.
• Amplifying others. You raise the impact of people across the whole company — not just the design team.
• Bias for craft. You stay close to the work by choice, and that proximity is how you lead.
• Shape and communicate a design vision for Customer.io's product as a whole — the coherent, long-range picture of what excellent looks like for our customers, brought into rooms where product direction gets set
• Drive the strategic direction of Pluma, our design system — architecture, evolution, deprecation decisions, and the principles that govern how it scales
• Close the gap between design intent and shipped product — stay close enough to implementation to catch divergence, and fix it directly when code is the right tool

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