Principle, Support Product Manager
$160,000–$210,000 year
RemoteUnited States
United StatesRemoteFull Time$160,000–$210,000 yearEnterprise
Full TimeEnterprise
Job Summary
Own the overall support portfolio strategy, including offer design, tier differentiation, lifecycle evolution, and competitive analysis. Partner with Finance, Pricing, and Sales to manage portfolio economics, P&L visibility, margin performance, and pricing governance. Establish operating rhythms, dashboards, and governance processes to track adoption, revenue contribution, and margin trends while driving cross-functional execution against business commitments. Lead the strategy for value-added support bundles and enhanced customer experiences to improve retention and attach rates.
Required Qualifications
- 15+ year of experience in product management, services portfolio management, support services, pricing, or customer success within enterprise technology
- Strong understanding of support business models, services economics, customer lifecycle, support attach, renewals, pricing, and margin management
- Demonstrated ability to lead cross-functional initiatives across Product, Support, Sales, Finance, Pricing, Marketing, and Operations
- Experience building business cases, portfolio roadmaps, pricing strategies, GTM materials, and executive-ready recommendations
- Strong commercial judgment with the ability to balance customer value, competitive positioning, operational feasibility, and financial outcomes
- Strategic, outcome-oriented leader who can connect portfolio decisions to customer retention, revenue growth, and margin performance
- Strong cross-functional influencer who can align teams without direct authority
- Excellent storyteller and communicator with the ability to simplify complex offerings for executives, sales teams, partners, and customers
- Data-driven decision maker with strong business acumen and comfort operating across metrics, financials, and customer insights
- Bias for execution, governance, and accountability while maintaining a customer-first mindset
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