Lead/Principal Product Manager, Growth

Role Description

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
• How customers who love one part of Help Scout find their way into the products they aren't using yet

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

• Sharpen the core funnel: signup, onboarding, trial-to-paid conversion, and activation moments
• Help strengthen the expansion motion for our AI product lines
• Scale growth capability across the org by setting up frameworks, metrics, and experiment practices

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
• Design how customers discover and adopt new products from inside Help Scout
• Go after big opportunities, not just optimizations
• Build the growth model, experiment standards, and playbooks
• Bring strategic input to pricing and packaging decisions
• Spend real time with customers and in the data
• Work with marketing, sales, and CS for coherent growth motion across the full customer lifecycle

Qualifications

• 5+ years in Product with direct experience leading growth in B2B SaaS with a free trial or freemium motion
• Hands-on with data; define metrics and design experiments
• Think in outcomes, not features
• Build systems, not just wins
• Genuinely fluent with AI tools
• Understand that when execution is cheap, judgment is the bottleneck
• Excellent writing skills
• Lead through influence and trust
• Experience in B2B SaaS, understanding the difference between building for support teams vs. end consumers

Company Values

• Happy to Help: We show up for each other, sharing knowledge freely and practicing empathy.
• Craft over Convention: We insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.
• Progress not Perfection: We create a culture of curiosity and openness, aiming for constant progress.
• Own the Outcome: We take full responsibility for the results of our work and ensure meaningful outcomes.

Benefits

• 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
• Top tier health insurance for you and your dependents if you’re in the U.S. or Canada