Customer Insights and Enablement Lead

HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance—not replace—independent professionals, HoneyBook’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership and have a growth mindset. We know experience comes in many different forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

As the Customer Insights and Enablement Lead, you will bridge the gap between product development and user needs, working closely with Member Support, Marketing, and Engineering to drive successful product launches and continuous improvements. This is a hands-on leadership role where you’ll build and lead a team while actively contributing to execution. Your ability to analyze user feedback, identify trends, and make data-driven decisions will be key to delivering impactful experiences. As the team grows, you'll take on more managerial responsibilities, ensuring product readiness, advocating for users, and equipping internal teams with the insights and tools needed for success, all while fostering collaboration and driving continuous improvement to enhance the Member experience. 

This role is hybrid to our SF office, 2-3 days per week (current expectation is Wednesdays and Thursdays in-office).

You Will:

• Build, lead, and manage a team of Product Specialists, providing mentorship, career development, and regular feedback through weekly 1:1s while overseeing performance, time off requests, and resolving blockers to ensure team success and morale
• Represent the voice of our users by analyzing feedback, identifying trends, and surfacing meaningful insights to influence product decisions.
• Collaborate with cross-functional teams to ensure smooth product rollouts and readiness for Member Support and Education teams.
• Provide data-driven recommendations to product teams, helping shape the direction of new and existing features.
• Lead support readiness efforts by developing training materials, FAQs, and troubleshooting guides.
• Act as a subject matter expert on product functionality, supporting internal teams with insights and documentation.
• Track product performance post-launch, monitoring user sentiment and driving continuous improvements.

In addition to successfully executing the responsibilities above, you will be expected to:

• Understand HB's positioning in the broader market and leverage that knowledge to advise direct reports, peers and management 
• Understand the competitive landscape as well as HoneyBook's strengths and weaknesses 
• Leverage product and internal processes knowledge in order to influence change, mentor, problem solve and handle misalignment with key stakeholders.

You Are:

• You’re an experienced manager, and lead with a people-first mindset; you are passionate about growing and supporting your team
• A natural problem solver who thrives in ambiguity and enjoys tackling complex challenges.
• An excellent communicator who can translate technical details into simple, clear messaging.
• Someone who is highly adaptable and comfortable working in a fast-paced environment.
• A collaborative team player who values diverse perspectives and thrives on cross-functional work.
• Passionate about creating seamless user experiences and advocating for customer needs.
• You’re always looking for ways to create and/or improve processes and documentation, and you can easily context switch to look at the task at hand and the bigger picture

You Have:

• 5 + years of experience in product management, customer experience, or a related field, with at least 2 years in a leadership role
• Strong analytical skills with the ability to interpret user feedback, identify trends, and provide actionable insights.
• Excellent communication and collaboration skills to work effectively across teams.
• Comfortable working in an evolving environment with shifting priorities.
• Passion for advocating for users and improving their experience.
• Experience scaling new teams, and working with remote teams is strongly preferred, as well as experience in the SaaS space

The good stuff:

• Mission-driven: You'll be joining more than just another startup - our members are at the heart of everything we do.
• Impact: We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box thinking and innovation; be ready to fail fast and often!
• Compensation: We offer a competitive salary + meaningful equity based on merit.
  • $115K - $130k base salary
• Benefits + Perks: From wellness programs to exceptional family leave policies, the health and happiness of our employees is foremost.

Our core values:

• People come first - As we explore opportunities and work through challenges.
• Raise the bar - We push for greatness - for ourselves and our members.
• Own it - Trust and ownership let us make decisions with confidence.
• We love what we do - And what we create for our members.
• Keep it real - Authenticity, respect and transparency are at our core.

The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $150B in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M, and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures, and 01 Advisors.

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