Note: The job is a remote job and is open to candidates in USA. Newfold Digital is hiring a Senior Product Manager to own the strategy and roadmap for its shared hosting platform. The role focuses on improving customer retention and the end-to-end hosting experience, from onboarding and site publishing to renewals, support, and reliability.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
Benefits
- Programs that bring employees together on important issues and provide learning and development opportunities
- 20+ affinity groups where you can network and connect with employees globally
- Health Insurance options
- HSA
- Medical, Dental, and Vision
- Matching 401K
- Life/AD&D/STD/LTD
- Tuition Reimbursement
- Pet Insurance
- Generous vacation policy
- Opportunities to learn different aspects of the business, be challenged with new tasks, be mentored, and grow your career
Company Overview
Company H1B Sponsorship