Lead Product Manager, Growth

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us! 

Company values

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome 

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

Read more about how we define, share, and live these values here. 

Your Impact

Marty Cagan said, "Behind every great product, there is a person with great empathy for the customer, insight into what is possible, and the ability to see what is essential and what is incidental." We'd like for you to be that person. Together, we're on a mission to build products people love. 

Note: For our Product Management, Product Design, and Engineering roles, we are only able to hire in the United States.

About the role

• You’ll lead the cross-functional growth work-stream, collaborating closely with senior leadership to develop the strategy and plan for driving growth at-scale.

• You’ll work on interesting challenges including the evolution of our pricing and packaging, free-to-paid conversion, funnel optimization, channel partnerships, and more.

• You’ll help educate and up-level the entire company on product-led growth, helping us focus on ways of driving impact within the business while simultaneously delighting our customers. This includes traditional areas of growth like onboarding and activation but could span any part of the product.

• You’ll report to the VP of Product and be encouraged to think big, do more with less, and craft a beautiful user experience. We don't have our competitors' resources, but we can still build better products if we focus on the right things.

• You'll spend time talking with customers, understanding the market, learning from competitors, and collaborating with our internal support team. You'll translate what you learn into insight and product ideas to explore with the team. 

• This is not a growth role solely about optimization. We expect you to identify and go after big opportunities, even if they are things we’ve never done before. 

• You are accountable for determining what the team should build, identifying the quickest path to success, and ultimately landing the work with customers. You'll have the runway to continue iterating as long as it's driving positive results. You won't be responsible for project execution — this is not a project management role. Other team members oversee project execution alongside technical program managers (TPMs). 

• Success in the role is measured across three dimensions: customer delight (customers use and love using what you make), business impact (influences company goals), and core competencies (outlined in the next section). 

• You’ll be an individual contributor (not manager) but as with any successful product role, you’ll need to lead through influence and trust to get things done.

About you

• You have at least three years experience leading a team driving growth, ideally in a B2B SaaS product space with either a freemium or free trial, with the ultimate goal of getting customers to the a-ha moment where they buy the product.

• You love data and use it to inform your decisions and measure your success.

• You can create a compelling roadmap and plan that meaningfully drives customer and conversation volume. Collaborating with teammates and customers, you create the strategy, put the puzzle pieces together, and get everyone running towards the same outcomes.

• You are an outstanding communicator. Our fully remote team has a strong writing culture. Regularly, you'll have to synthesize a complex subject, simplify it to the essentials, and communicate about it clearly in writing. 

• You can operate effectively in the details.  When you collaborate with designers and engineers, the work consistently gets better. When it's time to communicate with customers about a new feature, you jump in to support the go-to-market strategy.

• You are skilled at translating customer challenges into beautiful product experiences, breaking them into small pieces, and galvanizing the people around you to run after them with a sense of urgency. 

About the Process

1. Recruiter Chat - you’ll meet with someone from the recruiting team to review your experience and go over logistics like compensation, benefits, and company culture.

2. Value add - you’ll meet with Scott, VP of Product, to talk more about the role.

3. Project - we’ll give you a take-home project that’s expected to take 6-8 hours (we’ll pay for your time), then you’ll present it back to the team.

4. Final chat - you’ll chat with another 1-2 people on the team, who will vary depending on what else we’d like to learn about you.

5. References - we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible. 
   

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

For this role, our salary range is $181,000 - $218,000 plus our standard benefits that include a generous equity package.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines: 

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location. 

For our Sales, Product Management, Product Design, and Engineering roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.