Senior Product Manager, Shared Hosting

Newfold Digital•Texas - Remote, TX

4d•$140,000 - $170,000•Remote

About The Position

Bluehost is seeking a Senior Product Manager to own the strategy and roadmap for its shared hosting platform, a mature, revenue-critical product serving millions of small businesses and creators. The role focuses on improving the post-purchase customer journey and retention, with accountability for outcomes such as renewal rates, activation, support contact rates, customer satisfaction, and cost to serve. The Product Manager will develop a multi-quarter platform vision and investment cases; diagnose and address customer churn, renewals, failed payments, refunds, and cancellations; improve onboarding, provisioning, domain connection, and time to first published site; and guide the customer-facing evolution of hosting management, including migration away from cPanel-era tooling. The role also partners with Customer Care and other teams to reduce support drivers and make performance, reliability, incidents, and resource limits clearer to customers. The position requires rigorous metrics and experimentation, customer research, competitive analysis, and cross-functional leadership without direct authority. The successful candidate will build a data-grounded retention roadmap, align teams across brands and functions, and deliver measurable improvements to renewal and support outcomes.

Requirements

At least 5 years of product management experience, including meaningful experience with a self-serve subscription product at consumer or SMB scale.
Demonstrated ownership of a retention or customer experience metric, with the ability to explain the diagnosis, decisions, outcomes, and how success was measured.
Technical fluency sufficient to discuss DNS, SSL, the LAMP/WordPress stack, control panels, email delivery, caching and CDNs, and resource isolation; coding experience is not required.
Strong quantitative skills, including fluency with SQL or an equivalent, trustworthy experiment design, and cohort and retention analysis.
Regular direct engagement with customers and frontline support teams, and ability to represent customer needs amid competing priorities.
Ability to make durable progress on a legacy platform with accumulated decisions, migrations in flight, and customers who cannot be disrupted.
Understanding of volume economics and the impact of small percentage changes across millions of accounts.
Excellent written communication and ability to bring partner teams along without formal authority.
Bias toward action and willingness to ship decisive partial improvements rather than over-perfect plans.

Nice To Haves

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 leading large-scale platform or infrastructure migrations with a customer-experience focus.
Background in support operations, including contact-driver reduction, self-service, or help content.
Experience shipping in a multi-brand portfolio where one platform serves distinct customer bases.
Hands-on experience applying AI to customer support, onboarding, or site management.

Responsibilities

Define and own the multi-quarter vision, strategy, and roadmap for the shared hosting platform across brands, and build alignment from engineering through executive leadership.
Make explicit prioritization decisions across competing investment needs and build business cases using sizing, cohort impact modeling, and payback estimates.
Diagnose churn by term, cause, and customer experience; develop a roadmap targeting the largest addressable causes.
Improve renewal experiences in partnership with pricing, billing, and lifecycle marketing, including transparency around introductory-to-renewal price changes.
Own product improvements for failed payments, expiring cards, dunning, and reactivation to recover involuntary churn.
Reduce refunds and cancellations during the money-back guarantee window by addressing early-life product failures.
Improve provisioning, onboarding, domain connection, and first-session experiences to shorten time to first published site.
Guide the customer-facing evolution of the hosting management experience, including the migration path away from cPanel-era tooling while maintaining usability and continuity for existing customers.
Partner with Customer Care to identify support contact drivers and convert contact-rate reduction opportunities into a product roadmap.
Own customer-facing aspects of performance and reliability, including incidents, status information, diagnostics, and resource limits.
Define and instrument the platform metric tree; partner with data science on cohort analysis, survival curves, and driver models.
Run a disciplined experimentation program and evaluate results rigorously, including ending ineffective ideas.
Maintain a voice-of-customer practice through interviews, support transcript and ticket analysis, NPS and CSAT feedback, and session review.
Monitor hosting competitors and substitution pressure from website and commerce SaaS platforms, translating findings into product strategy.
Partner with engineering, design, and program management as the accountable owner of outcomes for the product area.
Coordinate across Customer Care, Trust & Safety, infrastructure and SRE, billing, monetization, lifecycle marketing, data science, and brand teams.
Communicate product direction and decisions clearly to technical and executive audiences.
Deliver measurable outcomes across retention, churn, refunds, activation, time to first published site, support contact rate, first-contact resolution, CSAT, NPS, adjacent-product attach rate, and cost to serve.