Job description

Who We Are At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We re the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support. Shared hosting is the foundation of our business. It is where most of our customers begin, where millions of small businesses and creators keep their websites running every day, and where the durability of our relationship with them is decided. This is not a greenfield product — it is a large, mature, revenue-critical platform with real customers, real constraints, and enormous leverage in every point of retention we earn back. We are looking for a Senior Product Manager to own the strategy and roadmap for our shared hosting platform, with a clear mandate: make the experience after purchase so good that customers stay. Most of the hosting industry competes on the first 60 seconds — the price on the landing page. We intend to win on everything that happens afterward: how quickly a customer gets a working site, how rarely they need to contact support, how confidently they understand what they are paying for, and whether they renew. You will own that journey end to end, and you will be measured on retention, not on shipped features. This is a role for a product manager who is energized rather than intimidated by a large legacy platform, who reads support transcripts for fun, and who understands that in a high-volume, low-ARPU business, a one-point improvement in renewal rate is worth more than most new products. What you’ll do & how you’ll make your mark. Own the strategy and roadmap Define and own the multi-quarter vision, strategy, and roadmap for the shared hosting platform across brands, and get real alignment on it from engineering through executive leadership. Make explicit, defensible prioritization calls about where we invest — and where we deliberately do not — in a portfolio with more legitimate demands than capacity. Build the business cases that unlock investment: sizing, cohort impact modeling, and a credible view of payback. Own retention as a product problem Diagnose churn properly. Separate first-term churn from renewal-term churn, voluntary from involuntary, price-driven from experience-driven — then build a roadmap that attacks the largest addressable causes rather than the loudest ones. Fix the renewal moment. Introductory-to-renewal price transitions are the single largest churn event in this industry. Partner with pricing, billing, and lifecycle marketing to make renewal transparent, well-timed, and defensible on value rather than surprising. Recover involuntary churn. Own the product surface of failed payments, expiring cards, dunning, and reactivation — some of the highest-ROI work available on a subscription base this size. Reduce refund and cancellation rate inside the money-back guarantee window by finding and removing the specific early-life failures that cause it. Own the customer experience end to end Compress time-to-first-published-site. Own provisioning, onboarding, domain connection, and the first-session experience. Every day between purchase and a live site is a day of churn risk. Modernize the control panel experience. Shape the customer-facing evolution of our hosting management experience — including the migration path off cPanel-era tooling — with usability and continuity for existing customers as first-order constraints, not afterthoughts. Attack support contact drivers. Partner with Customer Care to identify the top reasons customers contact us — DNS and domain confusion, email deliverability, performance complaints, malware remediation, billing questions, migration failures — and convert contact-rate reduction into a funded product roadmap. Lower contact rate and higher satisfaction are the same work done well. Make performance and reliability legible. Customers experience uptime and speed through their own site and through what we tell them. Own the customer-facing side of incidents, status, diagnostics, and resource limits. Operate with rigor Define the metric tree for the platform and instrument it. Partner with data science on cohort analysis, survival curves, and driver models so that the team argues from evidence rather than anecdote. Run a disciplined experimentation program — with enough statistical honesty to kill your own ideas. Maintain a genuine voice-of-customer practice: recurring customer interviews, support transcript and ticket mining, NPS and CSAT verbatim analysis, and session review. Bring that evidence into every prioritization conversation. Watch the competitive set closely — GoDaddy, SiteGround, Hostinger, IONOS, WP Engine — as well as substitution pressure from website and commerce SaaS platforms, and translate what you learn into strategy rather than feature copying. Lead without authority Partner daily with engineering, design, and program management as the accountable owner of outcomes for your area. Work across Customer Care, Trust & Safety, infrastructure and SRE, billing, monetization, lifecycle marketing, data science, and multiple brand teams — none of whom report to you, all of whom you need. Communicate crisply to very different audiences, from an engineering design review to an executive roadmap review, without changing the substance of the message. What you ll own You will be accountable for a defined set of platform metrics, expected to include: Gross and net revenue retention; first-term and multi-term renewal rate Unit churn and refund rate within the guarantee window Activation rate and time-to-first-published-site Support contact rate per account and first-contact resolution CSAT and NPS for the hosting experience Attach rate on adjacent products, and cost to serve per account Who you are & what you’ll need to succeed. 5 years in product management, including meaningful time on a self-serve subscription product at consumer or SMB scale. A track record of owning a retention or customer experience metric and moving it. You can walk us through the diagnosis, the bets you made, what worked, what didn t, and how you knew. Genuine technical fluency. You are comfortable in conversations about DNS, SSL, the LAMP/WordPress stack, control panels, email delivery, caching and CDNs, and resource isolation — enough to earn credibility with engineers and to reason independently about tradeoffs. You do not need to have written the code. Strong quantitative instincts. You are fluent with SQL or an equivalent, you design experiments that produce trustworthy answers, and you are comfortable with cohort and retention analysis. Real customer proximity. You seek out customers and frontline support teams directly and regularly, and you can hold the customer s perspective in a room full of competing internal priorities. Comfort with legacy scale. You know how to make durable progress on a platform carrying a decade or more of accumulated decisions, migrations in flight, and customers who cannot be disrupted. Sound judgment about volume economics. You understand that at millions of accounts, small percentage movements are large dollar outcomes — and you can tell the difference between a rounding error and a real result. Excellent written communication and the ability to bring partner teams along without formal authority. A bias to action. You get things done, and you would rather ship a decisive partial improvement than perfect a plan. Great advantage will be Direct experience in web hosting, domains, or web presence products. Depth in the WordPress ecosystem. Experience with pricing and packaging, renewal pricing, or subscription monetization. Experience running large-scale platform or infrastructure migrations with a customer-experience lens. Background adjacent to support operations — contact-driver reduction, self-service, or help content. Experience shipping in a multi-brand portfolio where one platform serves several distinct customer bases. Hands-on work applying AI to customer support, onboarding, or site management experiences. What success looks like First 90 days. You have your own independent point of view on why customers leave, grounded in data and in direct customer and frontline contact — not inherited from the existing narrative. You have identified the three largest addressable retention opportunities and sized them. Six months. A funded, sequenced roadmap is in market with early experiments read out, and your partner teams in Care, marketing, and engineering treat you as the owner of this space. Twelve months. Measurable, defensible movement in renewal rate and support contact rate, and a shared company-wide understanding of where shared hosting is headed over the next two years. Why you’ll love us. Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. We celebrate one another’s differences.   We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 affinity groups where you can network and connect with employees globally. We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more! Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD! The target compensation range for this position is $140,000 to $170,000 annually. Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions. #LI-SM1 #LI-Remote #Bluehost Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship. This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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Keywords to mirror

sqlai

Platform: workday
Effort: long

Benefits

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Health Insurance

Dental

Vision

401k