Senior Product Manager, Shared Hosting

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Manager, Shared Hosting based in the United States.** We are seeking an experienced Senior Product Manager to lead the strategy and roadmap for a large-scale shared hosting platform serving millions of small businesses, creators, and website owners. This role focuses on improving the customer journey after purchase, driving long-term retention, and strengthening the overall hosting experience. You will identify opportunities to reduce churn, streamline onboarding, improve renewals, and deliver reliable, intuitive hosting solutions. Working closely with engineering, design, customer support, marketing, billing, and data teams, you will turn customer insights and business data into measurable product improvements. You will oversee a mature, revenue-critical platform where thoughtful prioritization and incremental improvements can deliver significant commercial impact. This is an opportunity to shape the future of a multi-brand hosting ecosystem while balancing customer needs, technical complexity, and business performance. Success will be measured by improvements in retention, customer satisfaction, activation, and operational efficiency. ### Accountabilities - **Product Strategy and Roadmap:** Define and own the multi-quarter product vision and roadmap for the shared hosting platform across multiple brands, aligning stakeholders around priorities, investment decisions, and long-term business objectives. - **Customer Retention and Churn Reduction:** Analyze customer churn by lifecycle stage, renewal behavior, payment issues, pricing changes, and experience-related factors. Prioritize initiatives that address the most significant causes of customer attrition and improve recurring revenue retention. - **Subscription and Renewal Experience:** Collaborate with pricing, billing, and lifecycle marketing teams to improve renewal transparency, optimize subscription management, recover failed payments, and reduce cancellations and refunds. - **Customer Onboarding and Activation:** Improve provisioning, onboarding, domain connection, and initial website publishing experiences to help customers launch their websites quickly and confidently. - **Platform Experience and Modernization:** Lead improvements to hosting management tools and customer-facing control panels, including platform migration initiatives, while maintaining usability, service continuity, and reliability for existing customers. - **Support Optimization:** Partner with customer care teams to identify recurring support issues and translate customer feedback, ticket trends, and contact drivers into product improvements, self-service capabilities, and reduced support demand. - **Performance and Reliability:** Improve how customers understand hosting performance, uptime, incidents, diagnostics, and resource limitations through clear communication and better customer-facing tools. - **Data-Driven Decision-Making:** Establish and monitor key performance indicators, including gross and net revenue retention, renewal rates, churn, refund rates, activation, time-to-publish, support contact rates, customer satisfaction, and cost to serve. - **Experimentation and Customer Research:** Develop a disciplined experimentation program, conduct customer interviews, analyze support transcripts and satisfaction feedback, and use cohort analysis and quantitative research to validate product decisions. - **Cross-Functional Leadership:** Work closely with engineering, design, infrastructure, site reliability, customer care, trust and safety, monetization, marketing, and data science teams to deliver product outcomes without relying on direct reporting authority. - **Business Planning and Competitive Analysis:** Build business cases supported by financial modeling, customer cohort analysis, and expected returns. Monitor competitors and emerging website-building and commerce platforms to inform strategic decisions. - **Stakeholder Communication:** Present product strategy, roadmap priorities, performance results, and investment recommendations clearly to technical teams, business stakeholders, and executive leadership. ## Requirements - **Professional Experience:** At least 5 years of product management experience, including meaningful experience with self-service subscription products serving consumer or small and medium-sized business customers at scale. - **Retention and Customer Experience:** Demonstrated success owning and improving retention, renewal, customer satisfaction, or another significant customer experience metric, with the ability to explain the diagnosis, strategic decisions, results, and lessons learned. - **Technical Knowledge:** Strong technical fluency in web hosting concepts, including DNS, SSL, WordPress or LAMP environments, hosting control panels, email delivery, caching, content delivery networks, and resource isolation. The ability to engage credibly with engineers and independently evaluate technical trade-offs is essential. - **Data and Analytics:** Strong quantitative and analytical skills, including proficiency in SQL or an equivalent analytical tool, cohort and retention analysis, experimentation design, and interpretation of performance metrics. - **Customer-Centric Mindset:** A demonstrated commitment to understanding customer needs through direct customer conversations, frontline support collaboration, ticket analysis, and customer satisfaction feedback. - **Product Strategy and Execution:** Proven ability to develop roadmaps, prioritize competing demands, build business cases, manage complex initiatives, and deliver measurable improvements within established platforms. - **Commercial Acumen:** Understanding of subscription economics, recurring revenue, customer lifetime value, churn, renewal behavior, and the financial impact of small percentage changes across large customer populations. - **Communication and Influence:** Excellent written and verbal communication skills, with the ability to explain complex issues, align diverse stakeholders, and drive decisions across teams without formal authority. - **Adaptability and Judgment:** Comfort working with mature platforms, legacy systems, ongoing migrations, and complex technical constraints. Demonstrated ability to balance immediate improvements with long-term product strategy and make informed decisions in fast-moving environments. - **Execution and Ownership:** A proactive, results-oriented approach, strong organizational skills, and the ability to move initiatives forward while remaining accountable for business and customer outcomes. **Preferred qualifications include:** - Direct experience in web hosting, domain management, or web presence products. - Strong familiarity with the WordPress ecosystem. - Experience with subscription monetization, pricing and packaging, or renewal pricing strategies. - Experience leading large-scale platform or infrastructure migrations with a focus on customer experience. - Background in customer support operations, self-service solutions, support contact reduction, or help content optimization. - Experience managing products across multiple brands or customer segments on a shared platform. - Hands-on experience applying AI to customer support, onboarding, or website management experiences. ## Benefits - **Competitive Compensation:** Target annual salary range of **$140,000–$170,000**, depending on qualifications, experience, skills, market conditions, and internal equity. - **Remote Work:** Remote opportunity based in the United States. - **Health Coverage:** Medical, dental, and vision insurance options. - **Retirement Benefits:** 401(k) plan with employer matching. - **Insurance Protection:** Life insurance, accidental death and dismemberment (AD&D), short-term disability, and long-term disability coverage. - **Health Savings:** Health Savings Account (HSA) options. - **Time Off:** Generous vacation policy and an emphasis on maintaining a healthy work-life balance. - **Education and Development:** Tuition reimbursement, mentorship, learning opportunities, and support for career advancement. - **Additional Perks:** Pet insurance and other employee benefits. - **Inclusive Culture:** Access to more than 20 employee affinity groups, diversity and inclusion initiatives, and opportunities to connect with colleagues globally. - **Career Growth:** Opportunities to expand your expertise, take on new challenges, collaborate across business areas, and develop your career within a growing web technology organization.