Senior Product Manager, Shared Hosting

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

📋 Description

• Take ownership of the multi-quarter vision, strategy, and roadmap for the shared hosting platform across various brands.

• Coordinate alignment among engineering, program management, partner teams, and executive leadership regarding product priorities.

• Make decisions on prioritization and construct business cases utilizing sizing, cohort impact modeling, and payback analysis.

• Analyze churn factors across first-term and renewal-term, distinguishing between voluntary and involuntary causes, as well as price-driven versus experience-driven reasons.

• Enhance renewal transparency and perceived value in collaboration with pricing, billing, and lifecycle marketing teams.

• Oversee product experiences related to failed payments, expiring cards, dunning, and reactivation.

• Aim to decrease refunds and cancellations during the money-back guarantee period.

• Enhance the time-to-first-published-site by improving provisioning, onboarding, domain connection, and first-session experiences.

• Modernize the hosting control panel and manage the transition away from cPanel-era tools.

• Collaborate with Customer Care to reduce customer support contact drivers.

• Improve customer-facing experiences concerning incidents, status updates, diagnostics, uptime, speed, and resource limits.

• Define and develop a comprehensive platform metric tree.

• Work alongside data science on cohort analysis, survival curves, and driver models.

• Implement experimentation programs and rigorously assess their outcomes.

• Sustain voice-of-customer initiatives through interviews, support ticket analysis, NPS/CSAT evaluations, and session reviews.

• Keep an eye on competitors and alternative pressures from website and commerce SaaS platforms.

• Lead cross-functional teams without formal authority.

• Manage platform metrics such as retention, renewal, churn, refunds, activation, time-to-published-site, support contact rate, CSAT, NPS, attach rate, and cost to serve.

• Establish independent retention insights within 90 days, launch a funded roadmap within six months, and achieve measurable improvements in renewal and support contact metrics within 12 months.

⛳️ Requirements

• Over 5 years of experience in product management.

• Significant experience with a self-service subscription product at the consumer or SMB level.

• Proven track record of owning and enhancing a retention or customer experience metric.

• Technical proficiency in DNS, SSL, the LAMP/WordPress stack, control panels, email delivery, caching, CDNs, and resource isolation.

• Proficiency in SQL or a similar language.

• Ability to design reliable experiments.

• Comfortable with cohort and retention analysis.

• Engage directly and regularly with customers and frontline support teams.

• Capable of working effectively with legacy-scale platforms and ongoing migrations.

• Understanding of volume economics and subscription metrics.

• Exceptional written communication skills.

• Ability to influence partner teams without formal authority.

• Proactive approach.

• Direct experience in web hosting, domains, or web presence products is a plus.

• In-depth knowledge of the WordPress ecosystem is advantageous.

• Experience with pricing and packaging, renewal pricing, or subscription monetization is beneficial.

• Experience managing large-scale platform or infrastructure migrations with a focus on customer experience is a plus.

• Background related to support operations is advantageous.

• Experience delivering in a multi-brand portfolio is beneficial.

• Hands-on experience applying AI to customer support, onboarding, or site management is a plus.

🏝️ Benefits

• Work-life balance.

• Diversity, inclusion, and belonging initiatives.

• Opportunities for learning and development.

• Access to 20+ affinity groups.

• Health insurance options available.

• Health Savings Account (HSA).

• Medical insurance coverage.

• Dental insurance plans.

• Vision insurance options.

• Matching 401K program.

• Life, AD&D, Short-Term Disability (STD), and Long-Term Disability (LTD) insurance.

• Tuition reimbursement programs.

• Pet insurance options.

• Generous vacation policy.

• Mentorship and opportunities for career growth.