Senior Product Manager, Intelligence

Help Scout

Build AI-driven insights for Help Scout's platform transforming customer support. Lead product roadmaps, coordinate interfaces, and engage with clients for actionable insights.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $150,000 - $164,000 per yearWebsite

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Hard Skills

data productsanalyticsdata analysiscustomer experience (CX) metricssentiment detectiontrend analysisdata validationAI toolsrapid prototypingmonetization strategies

Soft Skills

collaborationcommunicationwritingcustomer engagementpatienceurgencyinsight generationcross-team coordinationstrategic thinkingproblem-solving

Tools & Technologies

CRM systemsdata aggregation toolsanalytics platformsHelp ScoutGTM (Go-To-Market) strategiesconversation data toolscustomer support softwaredata visualization toolsresearch synthesis toolspattern-matching tools

Industry Keywords

B2B SaaScustomer supportdata-driven decision makingchurn risk alertsproduct roadmapinsightful analyticscustomer signalscross-pillar integrationvalue metricsfeature prioritization

About the role

Key responsibilities & impact

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. You'll own how those land and what they trigger
Treat Intelligence as a shared primitive, not a standalone product. Signals from this pillar need to be accessible to the Agent and Conversations pillars — you'll coordinate those interfaces actively
Partner with the Gateway and Data teams to ensure the underlying infrastructure can support the aggregates Intelligence depends on, especially as CRM and lifecycle data start flowing in
Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them
Work with GTM on the messaging for Understand — this is a net-new category for Help Scout and the story needs to land clearly

Requirements

What you’ll need

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 don't wait for someone else to tell you what the data says
You have strong monetization instincts around data products. "Conversations analyzed" as a value metric isn't obvious — you can make the case for it internally and design toward it externally
You're patient enough to build a foundation correctly and urgent enough not to over-engineer before you've validated what customers actually use
You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, pattern-matching across customer signals, strategy testing, and rapid prototyping. You have a point of view on where these tools are heading and how they're changing the shape of PM work
You collaborate well across teams. Intelligence is a cross-pillar primitive — if you hoard it, it fails. If you design it well, every other pillar gets better
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'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

Comp & 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.