Group Product Manager, Support

About the role

You will own the end-to-end Support function as a business unit, acting as a general manager accountable for its strategy, roadmap, and business outcomes. You will drive the top-line revenue numbers by growing adoption and consumption while making the necessary tradeoffs to achieve those goals. Your primary mission is to own and execute the agentic support vision, refining it and driving it to reality by turning high-level direction into shipped product. You will do the jobs that no one else will, filling gaps without a natural owner to ensure the Support organization moves forward. You will span the product-to-GTM spectrum with autonomy, operating across engineering, design, and go-to-market teams to execute large company bets from initial customer problem through launch and adoption. Your success will be grounded in daily customer signals, using real evidence from calls, tickets, and product data before writing a single line of spec. You will actively argue with the team and challenge the status quo, making decisions based on first principles thinking and anecdotal evidence to find the correct solution.

Key facts

What you'll do

• Own Support end-to-end as a business unit - its strategy, roadmap, and business outcomes, accountable for success like a GM.
• Drive the number by carrying a top-line business outcome tied to revenue, owning the plan to grow adoption and consumption.
• Own and execute the agentic support vision, refining it and driving it to reality while staying ahead of a fast-moving AI landscape.
• Do the jobs no one else will, filling gaps that lack a natural owner to move the Support function forward.
• Own large company bets end to end, leading high-stakes initiatives from initial customer problem through strategy, execution, launch, adoption, and business impact.
• Span PDE to GTM with autonomy, thinking about the business as well as the product and working shoulder-to-shoulder with engineering and design.
• Partner with PMM and AEs on positioning, pricing, and go-to-market motion to bring Support to market effectively.
• Live in the customer signal by talking to customers daily and grounding every bet in real evidence from calls, tickets, product data, and feature requests.
• Argue with us, as the role requires dissenting opinions to challenge the norm and debate decisions based on first principles and evidence.
• Operate within a low ego, high competency culture where no one pulls rank and the best solution wins through collaboration.
• Ensure the product continuously improves by leveraging deep account-level context to automate low-impact work and surface answers proactively.
• Leverage AI and agentic capabilities to reduce manual effort and accelerate faster responses, happier customers, and better system performance.
• Translate ambiguous business problems into clear product strategies and execution plans that align with company-wide objectives.
• Monitor product usage and business metrics to iterate on the roadmap and maximize support efficiency and customer satisfaction.

Requirements

• Located in (or will relocate to) San Francisco and excited about working in-person.
• 5-8 years of product experience, including owning a meaningful product area or line of business against real business outcomes.
• Experience taking a product from 0 to 1 and seeing it through production and adoption.
• Experience leading or mentoring other PMs, formally or informally.
• Comfortable operating like an owner in ambiguity, very organized, hard-working, and operates with velocity.
• Bonus: experience with support, customer success, or AI/agentic products.
• Strong ability to argue with data and anecdotal evidence while debating toward the correct solution.
• Willingness to fill gaps and handle roles that do not have a natural owner within the Support organization.

Nice to have

• Experience working on enterprise B2B products and workflows.
• Familiarity with support or customer success operational playbooks.
• Background in AI, agentic systems, or platforms that automate customer work.
• Track record of collaborating with cross-functional teams like engineering, design, and sales.

Practical notes

This role offers comprehensive benefits including fully covered medical, dental, and vision insurance, a 401(k) retirement plan, commuter benefits, parental leave, 14 company holidays plus unlimited PTO, an annual offsite, lunch, dinner, and snacks at the office, and a fitness stipend. The position is eligible for stock options as part of the total package.