Principle, Support Product Manager

Accountabilities:
The Principle, Support Product Manager will own the strategy and operational success of the support portfolio, ensuring offerings are competitive, scalable, financially effective, and aligned with customer needs. The role will partner with senior stakeholders across multiple business functions to define portfolio direction, improve commercial performance, and drive execution. Define and execute the overall support portfolio strategy, including offer design, tier differentiation, lifecycle management, competitive positioning, and roadmap development. Identify customer needs, market opportunities, and competitive trends to enhance support offerings and strengthen differentiation. Partner with Finance and Pricing teams to oversee portfolio economics, including pricing governance, margin performance, revenue optimization, and discounting discipline. Develop pricing and packaging strategies that improve customer understanding, sales effectiveness, renewal outcomes, and value capture. Establish governance processes for new support offerings, product launches, support bundles, lifecycle decisions, and portfolio changes. Create clear portfolio messaging, value propositions, sales enablement materials, competitive comparisons, and customer-facing communications. Build portfolio dashboards, operating rhythms, performance metrics, and governance frameworks to monitor adoption, revenue contribution, margin trends, and customer impact. Lead the development and scaling of value-added support bundles, ensuring operational feasibility, customer alignment, and commercial success. Drive cross-functional initiatives by aligning Product, Support Delivery, Sales, Renewals, Marketing, Operations, and other key teams around shared objectives. Use data, customer insights, and business performance metrics to identify improvement opportunities and guide strategic decisions. Requirements: The ideal candidate brings extensive experience in enterprise technology product management, support services, customer success, or related commercial functions. They should combine strategic thinking with strong execution skills and the ability to influence across complex organizations. 15+ years of experience in product management, services portfolio management, support services, pricing, or customer success within enterprise technology. Strong understanding of support business models, service economics, customer lifecycle management, renewals, pricing strategy, and margin optimization. Proven experience leading complex, cross-functional initiatives involving Product, Sales, Finance, Marketing, Pricing, Operations, and Customer teams. Demonstrated ability to build business cases, portfolio roadmaps, go-to-market materials, pricing strategies, and executive-level recommendations. Strong commercial judgment with the ability to balance customer value, competitive positioning, operational constraints, and financial outcomes. Excellent communication and storytelling skills, with the ability to simplify complex solutions for executives, customers, partners, and internal teams. Ability to influence without direct authority and create alignment across diverse stakeholder groups. Data-driven mindset with experience using metrics, financial analysis, and customer insights to support decision-making. Strong leadership presence with a focus on accountability, execution, and continuous improvement. Experience in enterprise software, technology services, customer support, or related industries preferred. Benefits: Competitive base salary range of $160,000 - $210,000 annually. Expected on-target earnings range of $200,000 - $275,000. Eligibility to participate in bonus, variable, or commission-based compensation programs where applicable. Comprehensive benefits package supporting health, financial security, and overall wellbeing. Flexible work arrangements designed to support work-life balance. Opportunities to collaborate with global teams and contribute to impactful technology initiatives. Career growth opportunities within an innovative and inclusive environment. Supportive workplace culture focused on autonomy, ownership, and professional development.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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