Lead/Principal Product Manager, Growth

Job description

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…