Product Manager, Client Experience

A client's relationship with Headlight starts long before their first session and extends far beyond it. The moment they learn about us, explore their options, complete intake, meet their clinician, engage between appointments, and ultimately build lasting progress - every touchpoint in that journey is a product decision. This role exists to make each one exceptional. 

This role is not just about building great product; it is about transforming how an entire organization thinks about the people it serves. The right person will not just own the client roadmap; they will influence how clinical teams, operations, partnerships, and leadership understand and prioritize the client experience. They will ensure the client perspective informs decisions at every level of the organization, translating discovery and data into a clear point of view that shapes clinical, operational, and strategic priorities alike.  

You will own everything that shapes how a client engages with Headlight: onboarding, Care Hub, self-service tools, AI-assisted care features, and our CRM integrations. If you are motivated by the idea that thoughtful product decisions can change someone's relationship with their own mental health care, this role was built for you. 

• Own the full client journey - from how a prospective client first encounters Headlight, through intake and onboarding, into active care, and across every touchpoint in between; ensuring the experience at each stage is intentional, warm, and designed to keep clients engaged. 

• Position Headlight client portal as an engagement platform that gives clients a meaningful, personalized connection to their care at every phase: before sessions, between them, and as they make progress over time. 

• Drive discovery as a core practice; talking to clients, understanding drop-off, diagnosing where and why engagement breaks down, and turning those insights into prioritized product decisions. 

• Apply rigorous build vs. buy judgment on every initiative: know when a third-party engagement or care tool accelerates us, when it constrains us, and when building for differentiation is the right call. 

• Own the partner experience; referral flows, partner sign-up, and the feedback loops that make our external partnerships work seamlessly for the clients they send us. 

• Measure success across the full journey: conversion through intake, time to first session, session attendance, engagement between appointments, retention through a full course of care, and ultimately the clinical outcomes that reflect whether clients are getting better. 

• 5+ years of product management experience with a strong UX and discovery orientation - you are comfortable going from zero to insight to shipped product. 

• Experience building consumer-facing digital products, ideally in a high-stakes or regulated domain where the experience genuinely affects outcomes. 

• Comfort prototyping and concepting interfaces using AI design tools. 

• AI literacy applied to product decisions: you can evaluate tools, think critically about where AI adds real value for users, and make informed build vs. buy calls. 

• A bias toward discovery - you talk to users before writing specs, not after, and you build that practice into the team around you. 

• The ability to measure what matters: outcomes like - adherence, retention, session attendance, and evidence of progress through a care plan. 

• Experience in healthcare or behavioral health is a plus, but a genuine passion for the mission and the client problem is non-negotiable.