Context & Problem
Modulr is a regulated embedded payments company providing payment infrastructure to SMEs and enterprise platforms. As CX Product Manager I owned SME onboarding end-to-end, and later led the company's only fully cross-functional squad spanning engineering, design, operations and commercial.
Growth friction wasn't technical. Customers dropped off due to long onboarding times, inconsistent messaging between product and commercial teams, and regulatory complexity translating poorly into lived customer experience.
What I Did
- Sat directly on sales and marketing calls to understand buyer objections and decision drivers
- Conducted win/loss analysis to identify recurring friction in deals and onboarding
- Created internal battlecards and objection-handling materials for sales teams
- Produced alignment documents translating product capabilities into commercial language
- Translated regulatory and operational requirements into scalable product workflows
Outcome
"Reduced SME onboarding time from 2 days to 30 minutes for ~83% of applicants, by solving the communication problem, not just the technical one."
PMM Learning
Modulr was where I realised product marketing naturally sits at the intersection of product, customer understanding and commercial execution. Adoption challenges are rarely technical, they are problems of clarity, trust and alignment.