Sr. Product Manager, Intelligence

Help Scout builds software for relationship businesses, and they are seeking a Senior Product Manager for their Intelligence pillar. The role focuses on transforming customer conversations into actionable insights and improving business operations through data-driven product development.

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. 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:

• 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