Lead/Principal Product Manager, Growth
Help Scout builds software for relationship businesses—companies that earn loyalty through outstanding customer service. Founded in 2011, over 10,000 businesses rely on Help Scout to support their customers.
About the role
You'll own the vision, roadmap, and execution for the Growth workstream in partnership with design and engineering. This includes:
- Sharpening the core funnel: signup, onboarding, trial-to-paid conversion, and activation moments
- Strengthening the expansion motion for AI product lines
- Scales growth capability across the org
Your impact
The support industry is evolving, and a key part of Help Scout's future growth will come from outcome-based products. Your role will involve:
- Turning sign-ups into trials
- Setting up trials to see value quickly
- Helping customers discover and adopt new products from within Help Scout
What you'll do
Own the full growth roadmap, including signup, onboarding, activation, trial-to-paid conversion, and expansion into AI product lines. Build and run a high-tempo experimentation practice, ensuring clarity on what signals and noise are. Design how customers discover and adopt new products, collaborating closely with product managers. Pursue big opportunities, not just optimizations. Develop the growth model, experiment standards, and playbooks to enable teams across the company to ship growth work confidently. Lead strategic input into pricing and packaging decisions alongside product, marketing, and finance. Spend time with customers and in data, translating insights into narratives that move decisions forward. Work with marketing, sales, and customer support to ensure the growth motion is coherent throughout the customer lifecycle.
What we're looking for
You have 5+ years of Product experience, specifically in leading growth in B2B SaaS with a free trial or freemium motion. You love data and are hands-on with it, defining metrics and experiments. You think in outcomes, not features, focusing on "activated teams" and "expansion revenue." You build systems, not just wins, and are fluent with AI tools, treating them as part of your craft. You understand that when execution is cheap, judgment is the bottleneck, and your highest-leverage hours are spent on strategy and prioritization. You're an excellent writer, making your thinking visible in one-pagers, briefs, and narratives that move decisions forward. You lead through influence and trust, and you've worked in B2B SaaS to understand the difference between supporting support teams and end consumers.