Product Manager

Own a product. Know your customers. Drive outcomes. At GrowthZone, we believe growth begins with connection. Our software powers professional associations, trade associations, AMCs, and chambers of commerce across three platforms — GrowthZone, MemberSuite, and ChamberMaster. We wake up every day to serve the people who serve others, and we measure ourselves on whether they actually feel served. This is a product ownership role, not a feature-shipping role. You'll own one of our association management systems end to end — its roadmap, its retention numbers, its NPS, its renewal rate, and its standing with the customers who depend on it. You'll know your top accounts by name. You'll know which features matter and which were a misread. You'll know exactly what your moveable middle needs to become promoters, and you'll spend your time getting them there. Key metrics: GRR & NRR (retention scoreboard), NPS (especially in the moveable middle, scores 4–8), and CSAT (per-release and per-touchpoint). If your customers don't renew and don't refer, the rest doesn't matter. This role is for someone who would rather ship one thing that moves a number than ship five things that don't. WHAT YOU'LL OWN I. Your AMS, end to end You're the GM. The roadmap, the release plan, the customer story, and the outcomes. Decisions about what to build, what to retire, and what to leave alone are yours to make and defend with data. II. Retention and satisfaction numbers GRR, NRR, NPS, CSAT, expansion, churn — these are the numbers you're judged on, not feature counts or velocity. You'll partner closely with CS, Support, and Sales to understand where customers feel friction and where they feel loved. III. The customer relationship You'll know your top accounts by name. You'll spend real time with membership coordinators, executive directors, and chamber presidents — on calls, on-site, in customer advisory boards, and in the support queue. Their feedback is the input to your roadmap. IV. Use AI to work better You'll use AI tools (Claude, Cursor, v0, Lovable, internal copilots) to prototype before specs, pull and analyze customer data, draft release notes, summarize support trends, and shortcut the parts of PM work that drag. You're already at L2 on the AI fluency ladder, with a clear path to L3 as we move toward the builder model across the team. V. Roadmap and prioritization Translate customer signal, retention data, sales asks, and platform direction into a focused roadmap. Communicate it clearly to your team, your stakeholders, and your customers — and be ready to defend why you said no to the things that didn't make the cut. VI. Cross-functional partnership You'll work daily with engineering, design, CS, Support, Sales, and the AI Platform team. You'll partner with PMs across the other AMS platforms to share what's working, surface common patterns, and align on shared infrastructure. WHAT YOU'LL BRING The PM Fundamentals 3–6+ years in product management, ideally in B2B SaaS with a customer-facing product. Experience owning a P&L-adjacent product (one with retention and growth numbers attached to it) is a strong plus. A track record of moving the numbers that matter. Retention, NPS, CSAT, expansion — pick one and tell us how you moved it, what you tried that didn't work, and what you'd do differently. Excellent product judgment. You can articulate why something should exist, distinguish must-haves from nice-to-haves, and prioritize ruthlessly. You're comfortable saying no, and better at it than most Customer obsession in practice, not just words. You've sat with real customers, watched them use your product, and changed your mind based on what you saw. You know how to read a support ticket trend and act on it. Strong communication. You write clearly, present confidently, and can hold the room with executives, customers, and engineers — sometimes in the same meeting. How You Use AI You're at L2 on the AI fluency ladder today. You use AI tools daily for analysis, drafting, prototyping, summarization, and research. You drive multi-file edits in tools like Claude Code or Cursor with confidence. You prototype with AI before you spec. You've used Claude, v0, Lovable, or similar tools to put a working artifact in front of a customer or engineer instead of describing it in a doc. You're current. You know what's actually changed in PM practice over the last 18 months. You can explain why an LLM is a probabilistic system and what that means for your roadmap. You're not afraid of the technical depth. You can read enough code to understand what your engineers are doing. You can mock data in a CSV, paste it into Claude, and walk out with a working prototype an hour later. The Mission Instinct You believe in the work. Our customers run organizations whose entire purpose is to bring people together. You're energized by making their lives easier so they can do that better. Empathy for non-technical end users. Bonus points for prior experience in associations, membership, nonprofits, education, or any product where the user is a community professional rather than an enterprise buyer. Comfort with depth. Vertical SaaS rewards people who go deep on their domain. You'd rather know one industry cold than three industries shallowly. HOW WE'LL EVALUATE YOU 30% — Customer outcomes: Retention, satisfaction, expansion. Did your customers stay? Are they happier? Did they refer others? 25% — Product judgment: What you chose to build, what you chose to cut, and how well you defended both. 20% — Customer-centric: Continuous customer research is the job. You let real customer signal — not anecdote, not loudest voice, not Sales escalation — drive what you build. 15% — AI fluency: You're at L2 today — using AI to prototype, analyze, draft, and research as part of how you work. 10% — Collaboration: You work without handoffs. You make engineering, design, CS, Sales, and your peer PMs better at their jobs by being on the team. SIGNALS WE LOOK FOR You can name your top 10 customers, what they care about, and what they'd want you to fix tomorrow. You've owned a number — retention, NPS, expansion, activation — and moved it. You can talk about how. You've killed a feature that wasn't working, even when it was politically hard. You've used AI to put a working prototype in front of a customer or engineer, not just to summarize a doc. You're allergic to feature factories. You'd rather ship one thing that moves a number than ten that don't. You make CS, Support, and Sales better at their jobs by being on the team — not just by reading their tickets, but by closing the loop with them. WHY GROWTHZONE, WHY NOW We've been powering member-based organizations since 1998. Today 4,500+ customers, 560K+ annual users, and a 96% customer satisfaction score trust us to run their associations and chambers. We're at a strategic inflection point — moving from a system of record to a system of action — building an AI orchestration layer across all three platforms. That gives an AMS PM something rare: a stable, beloved core product to own, plus a portfolio-level AI investment that will accrue benefit to your customers without you having to build it from scratch. This role operates in a traditional PM model today — one PM per AMS, dedicated engineering, design, and CS partnership. We're moving toward a builder squad model across the product org over the next 12–18 months. Joining now means you'll grow into that operating model alongside the team. Benefits include strong design and data partnership, an AI-forward CPO, dedicated engineering, a CS team set up for success, access to upskilling through Reforge and our internal Catalyst program, and a customer base that genuinely loves the product. HOW TO APPLY Help us power the mission. If owning a product, knowing your customers, and being measured on outcomes sounds like the work you've been waiting to do — we want to hear from you. Send a resume and a short note on a customer outcome you're proud of.