Director of Product Marketing

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• Own and execute quarterly and long-term product marketing strategy for Help Scout’s product and platform • Build and scale the product marketing function, managing and partnering with the Lead Product Marketing Manager • Set team priorities, coach product marketing craft, and develop the team’s 12–18-month headcount and capability roadmap • Enable Sales, Support, and company teammates to articulate product value and support revenue and expansion • Turn competitive research into strategic market viewpoints shaping product-led growth, direct and indirect sales, and expansion • Own major product launches and seasonal release events end-to-end • Set launch strategy and narrative arcs while coordinating across Sales, Product, Support, and Marketing • Represent Help Scout’s product story externally through guest posts, podcasts, social, and other channels

🎯 Requirements

• Significant product marketing experience for a B2B SaaS product or AI platform • Track record of owning product marketing strategy, not just executing campaigns • Expertise in positioning, messaging, buyer personas/ICP, sales enablement, and product launches • Ability to identify the highest-value product marketing activities for the business • Previous people-management experience, including coaching and developing direct reports • Point of view on positioning AI-powered products credibly • Ideally, direct experience marketing AI features or products • Daily use of AI tools to improve personal and team output, with specific examples of impact • Strong storytelling and narrative-writing ability • Ability to make complex products simple, human, and memorable • Ability to communicate and build relationships across a remote, async environment • Must be based in the United States • Must already be authorized to work from the home country; Help Scout does not sponsor visas

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Flexible time off – you choose the holidays and vacations that make sense for you • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • A home office stipend to help you get set up and productive • A co-working stipend up to $300 a month if you choose to work out of your house • A yearly professional development stipend of $1,800 to help you grow in your craft • Top tier health insurance for you and your dependents if you’re in the U.S. or Canada • Fully remote work