Senior Product Manager, Shared Hosting

Newfold Digital; Clifton (TX); Remoto; USD 140.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance

HSA

Medical

Dental

Vision

Matching 401K

Life/AD&D/STD/LTD

Tuition Reimbursement

Pet Insurance

Generous vacation policy

Descrizione del lavoro

Bluehost, part of Newfold Digital, is seeking a Senior Product Manager to own the strategy and roadmap for the shared hosting platform. You will drive the post-purchase journey, focusing on faster site handoff, fewer support touches, clearer billing, and higher renewal rates.

You will collaborate with Customer Care, engineering, data science, and brand teams to align incentives, measurements, and outcomes, while shaping a scalable, retention-driven product strategy.

Competenze

• 5+ years in product management, including time on a self-serve subscription product at SMB scale.
• Strong track record of owning retention or customer experience metrics and driving improvement.
• Familiarity with DNS, SSL, the LAMP/WordPress stack, control panels, email delivery, caching and CDNs; able to reason about tradeoffs with engineers.
• Fluent in SQL or equivalent; designs experiments and uses cohort/retention analysis.

Mansioni

• Define and own the multi-quarter vision, strategy, and roadmap for the shared hosting platform across brands.
• Own the customer experience end to end and drive improvements in renewal and uptime.
• Partner with Customer Care to identify top reasons customers contact us and translate into a funded product roadmap.
• Collaborate across engineering, data science, and brand teams to align on metrics and outcomes.
• Maintain a voice-of-customer program with interviews, transcripts, NPS/CSAT analysis, and frontline feedback.

Conoscenze

Product management

Data analysis

SQL

Retention analysis

Cross-functional leadership

Strumenti

WordPress

LAMP stack

Control panels

Descrizione del lavoro

Who We Are At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

Shared hosting is the foundation of our business. It is where most of our customers begin, where millions of small businesses and creators keep their websites running every day, and where the durability of our relationship with them is decided. This is not a greenfield product — it is a large, mature, revenue-critical platform with real customers, real constraints, and enormous leverage in every point of retention we earn back.

We are looking for a Senior Product Manager to own the strategy and roadmap for our shared hosting platform, with a clear mandate: make the experience after purchase so good that customers stay.

We intend to win on everything that happens afterward: how quickly a customer gets a working site, how rarely they need to contact support, how confidently they understand what they are paying for, and whether they renew. You will own that journey end to end, and you will be measured on retention, not on shipped features.

This is a role for a product manager who is energized rather than intimidated by a large legacy platform, who reads support transcripts for fun, and who understands that in a high-volume, low-ARPU business, a one-point improvement in renewal rate is worth more than most new products.

Define and own the multi-quarter vision, strategy, and roadmap for the shared hosting platform across brands, and get real alignment on it from engineering through executive leadership.

Own the customer experience end to end

Compress time-to-first-published-site. Every day between purchase and a live site is a day of churn risk.

Shape the customer-facing evolution of our hosting management experience — including the migration path off cPanel-era tooling — with usability and continuity for existing customers as first-order constraints, not afterthoughts.

Partner with Customer Care to identify the top reasons customers contact us — DNS and domain confusion, email deliverability, performance complaints, malware remediation, billing questions, migration failures — and convert contact-rate reduction into a funded product roadmap. Make performance and reliability legible. Customers experience uptime and speed through their own site and through what we tell them. Own the customer-facing side of incidents, status, diagnostics, and resource limits.

Define the metric tree for the platform and instrument it. Partner with data science on cohort analysis, survival curves, and driver models so that the team argues from evidence rather than anecdote.

Maintain a genuine voice-of-customer practice: recurring customer interviews, support transcript and ticket mining, NPS and CSAT verbatim analysis, and session review. Watch the competitive set closely — GoDaddy, SiteGround, Hostinger, IONOS, WP Engine — as well as substitution pressure from website and commerce SaaS platforms, and translate what you learn into strategy rather than feature copying.

Work across Customer Care, Trust & Safety, infrastructure and SRE, billing, monetization, lifecycle marketing, data science, and multiple brand teams — none of whom report to you, all of whom you need.

You will be accountable for a defined set of platform metrics, expected to include:

• Gross and net revenue retention; Unit churn and refund rate within the guarantee window
• Activation rate and time-to-first-published-site
• Support contact rate per account and first-contact resolution
• Attach rate on adjacent products, and cost to serve per account

5+ years in product management, including meaningful time on a self-serve subscription product at consumer or SMB scale.

• ~ A track record of owning a retention or customer experience metric and moving it. You are comfortable in conversations about DNS, SSL, the LAMP/WordPress stack, control panels, email delivery, caching and CDNs, and resource isolation — enough to earn credibility with engineers and to reason independently about tradeoffs. You are fluent with SQL or an equivalent, you design experiments that produce trustworthy answers, and you are comfortable with cohort and retention analysis.
• ~ Real customer proximity. You seek out customers and frontline support teams directly and regularly, and you can hold the customer's perspective in a room full of competing internal priorities.
• ~ You know how to make durable progress on a platform carrying a decade or more of accumulated decisions, migrations in flight, and customers who cannot be disrupted.
• ~ You understand that at millions of accounts, small percentage movements are large dollar outcomes — and you can tell the difference between a rounding error and a real result.
• ~ You get things done, and you would rather ship a decisive partial improvement than perfect a plan.

• Direct experience in web hosting, domains, or web presence products.
• Depth in the WordPress ecosystem.
• Experience with pricing and packaging, renewal pricing, or subscription monetization.
• Experience running large-scale platform or infrastructure migrations with a customer-experience lens.
• Background adjacent to support operations — contact-driver reduction, self-service, or help content.
• Experience shipping in a multi-brand portfolio where one platform serves several distinct customer bases.
• Hands-on work applying AI to customer support, onboarding, or site management experiences.

You have your own independent point of view on why customers leave, grounded in data and in direct customer and frontline contact — not inherited from the existing narrative. We’re proud of our culture of diversity and inclusion. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with employees globally.

• Health Insurance options to fit you
• HSA
• Medical
• Dental
• Vision
• Matching 401K
• Life/AD&D/STD/LTD
• Tuition Reimbursement
• Pet Insurance
• Generous vacation policy
• much more!

We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers.

The target compensation range for this position is $140,000 to $170,000 annually.

Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions.

#LI-SM1 #LI-Remote #Bluehost

Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.