Lead/Principal Product Manager, Growth

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 https://articles.helpscout.com/blog/remote-culture/ 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…