Lead/Principal Product Manager, Intelligence

Who we are

Help Scout builds software for relationship businesses — companies that earn loyalty through outstanding customer service. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to support 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 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. 10,000+ businesses use us because we've always believed that customer relationships are the business — and that every interaction, no matter who or what handles it, should feel like it came from someone who cares. That trust took a decade to build. Now it's the foundation for something bigger.

Every conversation that flows through Help Scout carries a signal: what a customer needed, how they felt, whether they got it resolved, whether they'll come back. Across 10,000 businesses and millions of conversations, those signals add up to something extraordinary — a real-time view of customer health that most companies are desperate for and very few have. Right now, we do almost nothing with it proactively. That's the opportunity.

The Intelligence pillar is how Help Scout transforms from a tool that manages support into a platform that improves a business. Topics. Sentiment. CX Score. Churn risk alerts before a customer walks. This is how support stops being a cost center and starts being a competitive advantage — for our customers, and for us. You'll build the product that makes that case, and closes it.

About the Role

The Intelligence pillar owns the product layer that turns conversations into insight: Topics (what customers are asking, in aggregate), Sentiment (how they feel, over time), CX Score (a composite health signal per contact and company), and the contact and company profiles that surface all of it. It's a net-new product area for Help Scout — early in adoption, high in strategic weight, and directly tied to our Understand revenue tier.

What makes this role hard is also what makes it interesting: Intelligence isn't just a standalone product. It's a cross-pillar primitive — Agent needs its signals, Conversations surfaces its data, and GTM needs a clear story about what it's worth. You'll own all of that: the product, the conversion moment, and the interfaces that make Intelligence useful across the rest of the platform. You'll report to Scott Rocher, our Chief Product Officer.

What You'll Do

• Own the full product roadmap for the Intelligence pillar: Topics, Sentiment detection, CX Score, and contact/company profiles enriched with conversation data
• Ship the near-term: get Topics and Sentiment in front of customers fast, with a clear value signal — then use what you learn to sequence what comes next
• Define the conversion moment: CX Score and churn risk alerts are the features that make a customer want to pay for Understand. You'll own how those land and what they trigger
• Treat Intelligence as a shared primitive, not a standalone product. Signals from this pillar need to be accessible to the Agent and Conversations pillars — you'll coordinate those interfaces actively
• Partner with the Gateway and Data teams to ensure the underlying infrastructure can support the aggregates Intelligence depends on, especially as CRM and lifecycle data start flowing in
• Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them
• Work with GTM on the messaging for Understand — this is a net-new category for Help Scout and the story needs to land clearly

What We're Looking For

• You've built data or analytics products before — you think naturally in aggregates, trends, and signals, not just features
• You understand what makes an insight actionable vs. merely interesting, and you design toward the former
• You're data self-sufficient. You pull your own queries, run your own analyses, and use numbers to validate bets and pressure-test direction — you don't wait for someone else to tell you what the data says
• You have strong monetization instincts around data products. "Conversations analyzed" as a value metric isn't obvious — you can make the case for it internally and design toward it externally
• You're patient enough to build a foundation correctly and urgent enough not to over-engineer before you've validated what customers actually use
• You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, pattern-matching across customer signals, strategy testing, and rapid prototyping. You have a point of view on where these tools are heading and how they're changing the shape of PM work
• You collaborate well across teams. Intelligence is a cross-pillar primitive — if you hoard it, it fails. If you design it well, every other pillar gets better
• 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've worked in B2B SaaS and have a feel for what support leaders, ops teams, and business owners care about when they look at data

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.