Lead/Principal Product Manager, Growth

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

Important: 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.