About this role.
Help Scout seeks a Lead/Principal Product Manager to own its B2B SaaS growth workstream, spanning signup, onboarding, activation, trial-to-paid conversion, and in-product AI expansion. This senior individual-contributor role partners closely with design, engineering, marketing, sales, customer success, finance, and product-line PMs. The hire will establish scalable growth metrics, experimentation standards, models, and playbooks rather than merely deliver isolated funnel optimizations. Success requires strong product judgment, hands-on quantitative analysis, customer research, clear written strategy, and influence in a fully remote organization. The role is restricted to applicants based in the United States.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin with funnel and cohort analysis to isolate the highest-friction activation step, then pair the findings with customer interviews and session evidence. I would define a primary outcome metric, such as activated teams or paid conversion, along with guardrails for retention and support burden. After testing a focused solution, I would assess statistical confidence and downstream behavior before deciding whether to scale it.
I define the hypothesis, success metric, guardrails, audience, and decision threshold before launch. I assess sample size, experiment duration, segmentation effects, novelty effects, and possible instrumentation issues rather than reacting to a single topline movement. When evidence is inconclusive, I document what was learned and choose the most efficient next test or research method.
I would segment customers by workflow, maturity, existing product usage, and likely AI value realization. I would identify the moments within the core product where an AI capability solves an immediate customer problem, then test contextual discovery, guided setup, and outcome-based prompts. Success would be measured through sustained feature use and customer outcomes, not just exposure or clicks.
I would establish a shared north-star model, common metric definitions, an experiment brief template, instrumentation standards, and a lightweight review process for learning quality. The system would include a visible experiment repository so teams can build on prior evidence rather than repeat work. My role would be to raise decision quality and capability while preserving team ownership.
I combine customer willingness-to-pay research, usage and conversion data, competitive context, and financial modeling to frame tradeoffs clearly. I partner early with finance, marketing, sales, and product stakeholders to align on the customer segment, desired behavior, and risks. I then recommend a testable decision with explicit success measures, rather than treating pricing as a one-time opinion.
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 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+ 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.
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