Senior Product Manager (Product-led-Growth)

About us:

Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We’re a top-rated product on G2 and rank very highly on customer satisfaction.

At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers.

We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $22 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity:

You will be a significant contributor to building the world's first Gmail-based helpdesk and responsible for driving forward the product roadmap. You will be deeply engaged in understanding our customers, prioritizing pain points to solve, converting them into detailed stories, and seeing them through to releases. You would also spend a lot of time understanding our competitive landscape, and our unique approach to the problems we solve. Based on the experience you bring to the table you will gain ample ownership in defining and measuring the outcomes of your craft. This is an exceptional opportunity for a seasoned product professional to make a lasting impact, shape the future of our product, and revolutionize the way helpdesk solutions operate.

What will you be working on:

• Ideate - Pick problems to solve based on empathy towards customer pain points, and stakeholder asks. Ideas that get picked are usually the ones with the best-articulated problem statements and cleverly crafted solutions. Market and competitive research is a big part of this process.
• Prioritize and balance - Customers demand value, stakeholders expect speed, and engineers crave perfection. Ensuring a mixed bag of items in the roadmap with optimal use of scarce resources is key to succeeding in this role.
• Grow the customer base- Lead PLG (Product led growth) initiatives like arresting churn, carving the user onboarding journey, upsell and cross-sell along with various stakeholders like Product Marketing Managers, Customer Success Managers, etc.
• Build - Define product specifications that start with the “why”, are comprehensive in coverage, and yet succinct in readability. Work with a cross-functional team of architects, engineers, and designers to ship the product. You will be responsible for scope, schedule, and quality.
• Delight - Product enhancements in Hiver aren’t just about enhancing the product’s capabilities. We try to ship elements of delight in everything we build. Minimum effort user experiences, zero cognitive load, pleasing design elements, f(p)unny copy, and laser attention to detail are all part of the job :)
• Collaborate - Work with a cross-functional team of marketers, support engineers, and customer success managers to ensure maximum reach and implement product changes that will increase signups and improve conversions. Avoid information asymmetry. Educate, not inform.
• Measure - Define intended outcomes (adoption? activation? retention? reach? revenue?...) before building anything. Validate that outcomes were met after building everything.
• Iterate - All of the above - rinse, repeat.

What we are looking for:

• 7+ years of career experience with at least 4+ years of product management experience or product-led- growth experience (preferably B2B SaaS). Start-up/entrepreneurial experience is a huge plus.
• Should understand technology platforms, integrations, and system design to be able to work closely with engineering and technical leads.
• Demonstrated experience in product-led growth projects requiring experimentation, iteration, and strong analytical skills. Leveraging analytics tools, customer feedback, and success signals to come up with promising iterations is a big part of this role.
• Leveraging analytics tools, customer feedback, and success signals to come up with promising iterations is a big part of this role.
• Ability to arrive at simple and intuitive solutions that are best suited for Do-It-Yourself products like Hiver.
• Deep understanding of customer journey mapping, user segmentation, and targeting strategies.

Why should you join us?

Join the Winning Hive! - Become a part of our hive, where success isn't just a goal; it's a way of life. With WAW and ETHR victories under our wings, we're not just winning awards; we're shaping a culture that celebrates excellence. Your journey here is not just a career; it's a winning adventure!

People First, Always! We're not just about products and profits; we're advocates for the long game - where people take the spotlight. Dive into a workplace where culture is our crown jewel. Don't just take our word for it; check out the reviews on Glassdoor!

Freedom & Responsibility - Spread Your Wings! Experience the thrill of freedom paired with the responsibility to soar. We believe in giving you wings, not just to fly, but to take charge and make a real impact. It's like being an eagle in a sky full of possibilities.

Entrepreneurial Team Spirit! Join a team that's not just a group of employees but a bunch of go-getters with an entrepreneurial spirit. Here, your ideas don't just find a home; they find a launchpad to take off and make a mark.

Exponential Growth Awaits! Be part of a journey where growth isn't just a goal; it's a guarantee. We're on an upward trajectory, and your career can ride the wave of our exponential growth. Get ready to see your professional graph shoot through the roof!

Wellness Matters - Body & Mind! Your health, both physical and mental, is our priority. Enjoy the tranquility of knowing that your well-being is in good hands. Because a happy and healthy Hiver is a hive that thrives!