Lead Product Manager, Agents

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete product roadmap for the Agent pillar, which includes the unified Agent backend, Agent Drafts, AI Answers, Agentic Actions, docs automation, and workflow enhancement.

• Lead the integration of Drafts and AI Answers into a single backend system, allowing the full set of Agent capabilities to evolve from a common foundation.

• Define the user experience and configuration UX that elevates customers up the trust ladder — transitioning from "let me review that draft" to "manage it independently."

• Influence the monetization strategy for the Agent: resolutions, drafts, handoffs, and document enhancements are all priced based on outcomes; you will be responsible for the logic behind how customers perceive and pay for each.

• Collaborate closely with the Intelligence and Conversations Product Managers — the Agent requires insights from Intelligence and seamless coordination with Conversations to function as an integrated system, rather than a collection of features.

• Dedicate time to engage with customers: gain insights into where they trust the AI, where skepticism exists, and what would enhance their trust.

• Coordinate with GTM and Customer Success teams to ensure the Agent narrative is clear, the adoption strategy is effective, and that customer feedback informs the roadmap.

⛳️ Requirements

• You have experience launching AI-driven products and comprehend the pitfalls — not only how they perform when successful.

• You prioritize outcomes over features. Metrics like "resolutions handled" and "drafts sent" are more significant to you than "new settings page launched."

• You possess strong instincts for monetization, able to craft a pricing strategy that reflects genuine customer value while articulating the trade-offs when necessary.

• You are technically proficient enough to establish genuine trust with engineers — while you do not need to write code, you can engage in substantial discussions about system architecture and make informed decisions as a result.

• You know how to guide customers along a trust curve: understanding which confidence signals are crucial, how to sequence capability rollouts, and when to withhold a feature due to readiness issues.

• You are well-versed in AI tools and incorporate them into your workflow — for research synthesis, strategy testing, rapid prototyping, and analyzing customer signals. You have insights into the evolving landscape of these tools and their impact on product management work.

• You recognize that when execution is inexpensive, sound judgment becomes the limiting factor. Your most productive hours are dedicated to strategy and prioritization — determining what comes next and what should be deprioritized — rather than solely focusing on execution.

• You excel in writing. Help Scout thrives on written communication, and you articulate your thoughts clearly in one-pagers, briefs, and narratives that facilitate decision-making.

• You have experience in B2B SaaS and grasp the distinctions between developing for support teams versus end consumers.

🏝️ Benefits

• Competitive salary with a transparent internal salary formula grounded in market data.

• Flexible time off — you select the holidays and vacations that suit you best.

• 12 weeks of fully paid parental leave available for all new parents, including those adopting or fostering.

• A home office stipend to assist you in setting up a productive workspace.

• A co-working stipend of up to $300 a month if you prefer working outside your home.

• An annual professional development stipend of $1,800 to support your growth in your field.

• If you're based in the U.S. or Canada, we provide premium health insurance for you and your dependents.