Lead/Principal Product Manager, Growth - Help Scout

Who we are

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. We have been a fully remote team since day one, with 120+ teammates across the globe. We are currently reimagining how we operate in an AI-native world, shipping faster without compromising on craft.

Your impact

Help Scout has earned genuine trust from over 10,000 businesses. As we evolve, a key part of our growth will come from outcome-based products. You will own the vision, roadmap, and execution for the Growth workstream, spanning the entire customer journey from sign-up to trial-to-paid conversion and AI product expansion.

What You'll Do

• Own the full growth roadmap: signup, onboarding, activation, and in-product expansion.
• Build and run a high-tempo experimentation practice.
• Design how customers discover and adopt new products from inside Help Scout.
• Scale growth capability by setting up frameworks, metrics, and playbooks for the wider organization.
• Bring strategic input to pricing and packaging decisions.
• Spend time with customers and data to translate insights into actionable strategy.
• Collaborate with marketing, sales, and CS to ensure a coherent growth motion.

What We're Looking For

• 5+ years in Product with direct experience leading growth in B2B SaaS (free trial/freemium).
• Data-driven mindset: you define metrics, design experiments, and think in outcomes.
• Ability to build systems and playbooks that scale growth thinking across the company.
• Fluency with AI tools for research, strategy, and prototyping.
• Excellent writing skills; you make your thinking visible through briefs and narratives.
• Strong influence and leadership skills; you lead through trust and collaboration.

Benefits And Perks

• Competitive salary with a transparent formula.
• Flexible time off.
• 12 weeks of fully paid parental leave.
• Home office and co-working stipends.
• $1,800 yearly professional development stipend.
• Top-tier health insurance for U.S. employees and dependents.

Hiring Guidelines

• This role is open to US-based applicants only.
• We do not sponsor visas.
• We are an equal opportunity employer committed to diversity and inclusion.