Principal Product Designer

Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time beha...

Hi, my name is Matt W, 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...

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.

Hi, my name is Matt W, 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.
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
Design for builder and developer audiences — CLI-native flows, API-first onboarding, and interfaces built for people who type before they click
Lead the design of agentic and human-AI surfaces across the product — develop the philosophy and advocate for the standards
Partner with product and engineering leadership on product strategy — bring design into the conversation before direction is set, not after
Develop and advocate for Customer.io's AI product design philosophy as a framework the whole team builds from
Lead design review for major initiatives and bring accountability for quality and coherence across what ships
Develop Staff designers through direct mentorship, critique, and the clarity of your own example
Contribute to hiring and calibration — assess candidates with conviction and help the team develop a shared language for what excellent looks like

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.
Candid craft feedback. You give feedback that improves the work, even when it's uncomfortable.
Humility and curiosity. You operate with openness, especially in areas outside your expertise.
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.
10+ years of product design experience with a portfolio demonstrating design vision and organizational impact, not just individual craft
Track record of shaping design direction at the company level — influenced what gets built and why, not just how it looks
Designed for developer and builder audiences — CLI, API-first onboarding, or infrastructure-native products
Developed point of view on AI and agentic product design — has shipped AI-native interfaces and can articulate a philosophy on interaction models for agentic and delegated use
Contributed to a design system at the strategic level — shaped what it should be and shouldn't be, and advocated for those decisions over time
Operates with influence without authority — track record of aligning product, engineering, and exec leadership around a design direction without a management title
Has raised the craft bar at an organizational level — through critique culture, standards, and the example others internalize
Executive-level communication — connects design decisions to customer impact, product differentiation, and business outcomes
B2B SaaS depth — understands complex, data-heavy products and has opinions about where the interaction model breaks