Lead/Principal Product Manager

Who we are

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond.

Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.

We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.

If that kind of challenge gives you energy, we’d love to meet you.

Your impact

Help Scout has earned something most software companies never get: genuine trust. More than 10,000 businesses use us, and a remarkable share of them arrived because someone they respect recommended Help Scout. Our brand reputation is the foundation for something bigger.

The support industry is changing shape, and a key part of Help Scout's future growth will come from outcome-based products: resolutions handled, drafts sent, actions taken on behalf of a customer. Making sure customers discover those, see value in them, and build habits around them is a key part of the impact of your role.

Growth at Help Scout spans the entire customer journey: turning sign-ups into trials, how quickly a trial gets set up to see value, and how customers who love one part of Help Scout find their way into the products they aren't using yet.

About the Role

You'll own the vision, roadmap, and execution for the Growth workstream in partnership with design and engineering.

That starts with sharpening the core funnel: signup, onboarding, trial-to-paid conversion, and the activation moments that turn a trial into a team that can't imagine working without Help Scout.

Second, help strengthen the expansion motion for our AI product lines. Every surface of the product should help customers discover and adopt what's next for them, and you'll own how that works.

Third, scale growth capability across the org. You'll set up the frameworks, metrics, and experiment practices that let other teams run their own growth work, so growth thinking is embedded everywhere rather than concentrated in one workstream.

You'll report to Scott Rocher, our Chief Product Officer.

Note: This role is open to US-based applicants only.

This role is currently open to consideration at 2 levels. The compensation range reflects the range across both levels.

What You'll Do

• Own the full growth roadmap: signup, onboarding, activation, trial-to-paid conversion, and in-product expansion into our AI product lines

• Build and run a high-tempo experimentation practice, with the discipline to know when a result is signal and when it's noise

• Design how customers discover and adopt new products from inside Help Scout, partnering closely with the PMs who own each product line

• Go after big opportunities, not just optimizations. Some of the highest-impact growth work will be things we've never done before

• Build the growth model, experiment standards, and playbooks that let teams across the company ship growth work with confidence, without routing every call through you

• Bring strategic input to pricing and packaging decisions alongside product, marketing, and finance

• Spend real time with customers and in the data, translating what you learn into insight the whole company can act on

• Work with marketing, sales, and CS so the growth motion is coherent across the full customer lifecycle

What We're Looking For

• You've spent 5+ years in Product with direct experience leading growth in B2B SaaS with a free trial or freemium motion, and you know how to get customers to the moment where the product's value is undeniable

• You love data, and you're hands-on with it. You define the metrics, design the experiments, and you're honest about what the numbers do and don't say

• You think in outcomes, not features. "Activated teams" and "expansion revenue" are more interesting to you than "new onboarding flow launched"

• You build systems, not just wins. The frameworks and playbooks you leave behind make everyone around you faster

• You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, strategy testing, rapid prototyping, and customer signal analysis. You have a point of view on where these tools are heading and how they're changing the shape of PM work

• You understand that when execution is cheap, judgment is the bottleneck. Your highest-leverage hours are spent on strategy and prioritization — defining what's next and what's not — not on driving the build

• You're an excellent writer. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward

• You lead through influence and trust. This is an individual contributor role, and the best growth work happens when engineers, designers, and marketers want to run with you

• You've worked in B2B SaaS and understand the difference between building for support teams vs. building for end consumers

Company values

Happy to Help

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

Craft over Convention

Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Progress not Perfection

Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.

Own the Outcome

Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along.

Read more about how we define, share, and live these values here.

Benefits And Perks

• Competitive salary and an internal, transparent salary formula based on market data

• Flexible time off – you choose the holidays and vacations that make sense for you

• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care

• A home office stipend to help you get set up and productive

• A co-working stipend up to $300 a month if you choose to work out of your house

• A yearly professional development stipend of $1,800 to help you grow in your craft

• If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

Hiring Guidelines:

All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

A note on the use of AI in our interview process

While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.

On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.