Sr. Product Manager, Intelligence

Help Scout, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Own the full product roadmap for the Intelligence pillar, including Topics, Sentiment detection, CX Score, and enriched contact/company profiles derived from customer conversation data
• Ship near-term features like Topics and Sentiment with clear value signals to customers, then use real-world usage data to sequence subsequent product development
• Define and optimize the conversion moment for the Understand revenue tier by designing how CX Score and churn risk alerts drive upgrade decisions
• Treat Intelligence as a cross-pillar primitive, actively coordinating interfaces with Agent, Conversations, and GTM teams to ensure signals are accessible and actionable across the platform
• Partner with Gateway and Data teams to ensure infrastructure scalability for aggregates, especially as CRM and lifecycle data are integrated into Intelligence outputs
• Conduct direct customer research with support leads, operations managers, and business owners to understand how they interpret and act on support-derived insights
• Collaborate with GTM to craft the messaging and positioning for Understand — a net-new product category for Help Scout — ensuring the value proposition is clear and compelling
• Pull and analyze your own data to validate product hypotheses, pressure-test assumptions, and guide prioritization without relying on analytics teams
• Design data products where insights are actionable, not merely interesting, focusing on outcomes that drive customer retention, upsell, and operational efficiency
• Leverage AI tools as part of your daily craft for research synthesis, pattern recognition across customer signals, strategy testing, and rapid prototyping
• Communicate complex product strategies through clear, compelling writing in one-pagers, briefs, and narratives that drive alignment and decision-making across teams
• Maintain deep familiarity with B2B SaaS dynamics, particularly around support operations, customer success, and how business leaders use data to make decisions
• Balance patience in building foundational systems with urgency in validating product-market fit, avoiding over-engineering before customer usage is confirmed
• Ensure Intelligence’s outputs are seamlessly integrated into the broader Help Scout platform, enhancing Agent workflows and Conversations functionality without creating silos
• Champion Craft Over Convention by sweating details in UI, data presentation, and user workflows to ensure every insight is intuitive and trustworthy
• Operate with Ownership of Outcome, taking full accountability for the success of Intelligence’s adoption, revenue impact, and customer satisfaction

🎯 Requirements

• 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 have strong monetization instincts around data products. You can make the case for value metrics like "Conversations analyzed" and design toward them
• You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, pattern-matching, strategy testing, and rapid prototyping
• 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

🏖️ Benefits

• 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

Skills & Technologies

REST

Product Management

Senior

Remote

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Help Scout, Inc.

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About Help Scout, Inc.

Help Scout provides cloud-based customer support software that combines shared inboxes, knowledge base publishing, and live chat into one platform designed for growing businesses. Founded in 2011, the company offers tools for email management, customer self-service, and proactive messaging, emphasizing simplicity and team collaboration. Its products serve SaaS, e-commerce, and online service companies seeking to scale support without compromising a personalized customer experience. Help Scout operates as a fully remote organization serving thousands of customers worldwide while maintaining a focus on transparency and sustainable growth.

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