Senior Product Manager
David Mensah
I ship products users love and businesses need.
Ideas into practice01 — 05
Intercom Inbox Redesign
- Problem
- Support agents were spending 35% of their time on navigation and context-switching within the inbox — not on customers.
- Approach
- Led a 6-month redesign of the conversation inbox, consolidating 4 separate views into a unified workspace with AI-powered prioritisation.
- Outcome
- Reduced average handle time by 22% and increased agent NPS from 34 to 61. Shipped to 25,000+ business accounts.
Paystack Payment Links
- Problem
- 40% of Paystack merchants had no technical ability to integrate the API — they could not accept digital payments at all.
- Approach
- Defined and shipped Payment Links — a no-code payment page product that required zero technical setup.
- Outcome
- Onboarded 50,000+ non-technical merchants in 6 months. Generated $2M ARR in the first year. Now the #1 acquisition channel for SMBs.
Senior Product Manager with 6 years building B2B SaaS products. I bridge the gap between user needs and business outcomes — I am as comfortable in a SQL query as I am running a discovery sprint. Previously at Intercom and Paystack. Based in Nairobi.
2022 – 2024
Senior Product Manager — Support Experience
Intercom
- Owned the inbox product used by 25,000+ support teams globally
- Grew feature adoption from 45% to 78% through targeted onboarding improvements
- Managed cross-functional team of 8 engineers, 2 designers, and 1 data analyst
2019 – 2022
Product Manager — Merchant Tools
Paystack
- Launched Payment Links from 0 to 50,000 merchants in 6 months
- Ran 60+ customer interviews per quarter to inform roadmap decisions
- Coordinated product launches across Nigeria, Ghana, South Africa, and Kenya
Data-informed product manager with a track record of shipping features that move core business metrics.