Senior Product Manager

intercom; United States; Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Hybrid work model

Office 3 days per week

Job summary

Intercom is seeking a Growth-focused Product Manager to own the self-service customer lifecycle after conversion to paid. You will shape product and operating approaches to drive adoption, expansion, and long-term retention, coordinating across product, lifecycle, data, and sales teams to optimize portfolio growth.

You will lead lifecycle strategies, adoption enhancements, and data-informed experiments to improve onboarding, activation, billing, and expansion.

Qualifications

• Evidence of owning retention, expansion, adoption, or monetization outcomes in a self-service or product-led business.
• Strong customer focus, combining research, direct conversations, and data to identify needs.
• End-to-end ownership of problems with measurable outcomes; a prior product manager title or minimum tenure is not required.
• Ability to set priorities, communicate a clear roadmap, and align partners across product, lifecycle, data, and go-to-market functions.
• Sound judgment in evaluating product quality and the impact of shipped work.

Responsibilities

• Manage the customer lifecycle from paid conversion through renewal, expansion, or departure, and own net growth across the portfolio.
• Increase adoption of an AI support agent and help existing users automate more customer support.
• Develop retention and expansion approaches using in-product experiences, lifecycle communications, and account signals.
• Define effective handoffs between self-service and sales so customers receive the appropriate engagement.
• Improve important customer journeys, including onboarding, activation, product setup, plan changes, billing, and expansion.
• Research customer needs, prioritize a roadmap, work with design and engineering to ship improvements, and assess results using qualitative and quantitative measures.

Skills

Retention & expansion ownership

Product-led growth

Lifecycle engagement

Job description

Role overview

Own the growth of a self-service customer base after customers become paid subscribers. You’ll shape the product and operating approach that helps customers adopt more capabilities, expand their usage, and stay over time, with accountability for the overall growth of the portfolio. The work spans product improvements, lifecycle engagement, data signals, and coordination with sales.

Responsibilities

• Manage the customer lifecycle from paid conversion through renewal, expansion, or departure, and own net growth across the portfolio.
• Increase adoption of an AI support agent and help existing users automate more customer support.
• Develop retention and expansion approaches using in-product experiences, lifecycle communications, and account signals.
• Define effective handoffs between self-service and sales so customers receive the appropriate engagement.
• Improve important customer journeys, including onboarding, activation, product setup, plan changes, billing, and expansion.
• Research customer needs, prioritize a roadmap, work with design and engineering to ship improvements, and assess results using qualitative and quantitative measures.

Requirements

• Evidence of owning retention, expansion, adoption, or monetization outcomes in a self-service or product-led business.
• Strong customer focus, including the ability to combine research, direct conversations, and data to identify needs.
• End-to-end ownership of problems and measurable outcomes; a prior product manager title or minimum tenure is not required.
• Ability to set priorities, communicate a clear roadmap, and align partners across product, lifecycle, data, and go-to-market functions.
• Sound judgment in evaluating product quality and the impact of shipped work.

Benefits and work setup

• Hybrid work, with employees expected to be in the office at least three days per week.
• Benefits are offered according to local practices and requirements.