Title:  Product Manager

Job Summary

The Product Manager will lead the strategy, governance, commercialization, and business performance of the company’s support portfolio. This role is accountable for defining a differentiated support offering strategy, improving portfolio clarity and competitiveness, strengthening pricing and packaging discipline, and partnering cross-functionally to drive customer value, adoption, retention, and margin performance.

The Product Manager will serve as the connective leader across Product, Support Delivery, Renewals, Pricing, Finance, Sales, Marketing, and Operations to ensure the support portfolio is market-relevant, financially sound, operationally executable, and clearly positioned for customers and the field.

This is a hybrid role located in either our San Jose, California headquarters or our Research Triangle Park, North Carolina office, with an expectation to be in the office three days per week. At this time, we are not offering relocation or relocation assistance. 

Key Responsibilities

Support Portfolio Strategy & Competitive Positioning

• Own the support portfolio strategy, including offer design, tier differentiation, lifecycle evolution, and competitive analysis.
• Identify market gaps, customer needs, and competitive opportunities to strengthen the support value proposition.
• Define the strategic roadmap for support offerings, including value-added support bundles and enhanced customer support capabilities.

P&L, Margin & Pricing Oversight

• Partner with Finance to manage support offer economics, including P&L visibility, margin performance, pricing governance, and discounting discipline.
• Provide business oversight for support pricing related to new products, existing offerings, and portfolio changes.
• Identify opportunities to reduce revenue leakage, improve margin quality, and strengthen commercial discipline across support motions.

Pricing, Packaging & Offer Governance

• Lead pricing and packaging strategy for support offerings to improve customer clarity, sales execution, and value capture.
• Establish governance for new support offers, product introductions, support attach models, and portfolio lifecycle decisions.
• Ensure support offerings are structured for ease of quoting, selling, delivery, renewal, and reporting.

Portfolio Messaging & Communications

• Own the internal and external portfolio messaging framework, ensuring support offerings are clearly positioned around customer outcomes and business value.
• Partner with Marketing, Sales Enablement, and Product teams to create field-ready messaging, collateral, competitive comparisons, and customer-facing materials.
• Translate complex support capabilities into clear, differentiated value propositions for customers, partners, and sales teams.

Portfolio Business Operations

• Establish operating rhythms, portfolio dashboards, performance metrics, and governance processes to manage the support portfolio as a business.
• Track portfolio performance, adoption, revenue contribution, support attach, margin trends, and customer impact.
• Drive cross-functional execution against portfolio priorities, key milestones, and business commitments.

Value-Added Support Bundles 

• Lead the strategy and business model for value-added support bundles, including enhanced support capabilities and differentiated customer experiences.
• Work with delivery and operations leaders to ensure new support bundles are operationally feasible, scalable, and aligned to customer expectations.
• Partner with Sales and Renewals to position higher-value support offerings in ways that improve retention, attach, and customer loyalty.

Qualifications

Required 

• 5+ years of experience in product management, strategy, business operations, consulting, or related fields.
• Experience leading cross-functional initiatives in complex organizational environments.
• Strong analytical, problem-solving, and communication skills.
• Experience building executive presentations, dashboards, KPIs, and business reporting.
• Proven ability to influence stakeholders without direct authority.
• Demonstrated project and program management experience. 

Preferred 

• 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.