Help Scout

4 weeks ago

Lead/Principal Product Manager, Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead the Intelligence product area to transform conversations into actionable insights (Topics, Sentiment, CX Score) across the Help Scout platform. Own the roadmap, collaborate across teams, and define monetizable signals that drive adoption and value for B2B SaaS customers. Balance foundation-building with delivering fast value to customers and GTM partners.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•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, and you’ll own how those land and what they trigger.
•Treat Intelligence as a shared primitive, not a standalone product; ensure signals are accessible to the Agent and Conversations pillars and coordinate interfaces.
•Partner with Gateway and Data teams to ensure infrastructure supports the Intelligence aggregates as CRM and lifecycle data flows in

Pay and Benefits

Salary: USD 150,000 - 164,000 annually

Equity and Bonus:Equity

Perks:Remote WorkHealth InsuranceParental LeaveLearning BudgetHome Office

Key Requirements

•Experience building data or analytics products with a focus on aggregates, trends and signals
•Proven ability to pull and analyze data independently (queries, analyses) and use data to validate bets
•Strong monetization instincts for data products and clear value metrics
•Fluency with AI tools and methods applied to product management and experimentation
•Excellent writing and cross-team collaboration to move decisions forward, especially in a B2B SaaS context

Experience:B2B SaaSAnalytics

Skills:CommunicationProblem-solvingLeadership

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Help Scout

Provides a subscription-based help desk and knowledge base platform (shared inbox, live chat, in-app messaging, Docs/Beacon) that helps SMBs manage customer support and improve customer experience.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: Boston, United States

Founded: 2011

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Help Scout

4 weeks ago

Lead/Principal Product Manager, Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•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, and you’ll own how those land and what they trigger.
•Treat Intelligence as a shared primitive, not a standalone product; ensure signals are accessible to the Agent and Conversations pillars and coordinate interfaces.
•Partner with Gateway and Data teams to ensure infrastructure supports the Intelligence aggregates as CRM and lifecycle data flows in

Pay and Benefits

Salary: USD 150,000 - 164,000 annually

Equity and Bonus:Equity

Perks:Remote WorkHealth InsuranceParental LeaveLearning BudgetHome Office

Key Requirements

•Experience building data or analytics products with a focus on aggregates, trends and signals
•Proven ability to pull and analyze data independently (queries, analyses) and use data to validate bets
•Strong monetization instincts for data products and clear value metrics
•Fluency with AI tools and methods applied to product management and experimentation
•Excellent writing and cross-team collaboration to move decisions forward, especially in a B2B SaaS context

Experience:B2B SaaSAnalytics

Skills:CommunicationProblem-solvingLeadership

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Help Scout

Provides a subscription-based help desk and knowledge base platform (shared inbox, live chat, in-app messaging, Docs/Beacon) that helps SMBs manage customer support and improve customer experience.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: Boston, United States

Founded: 2011

Glassdoor: 3.3

Website LinkedIn Glassdoor