Director, Performance 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 the quarterly and long-term performance marketing strategy across paid, lifecycle, and conversion channels to hit signup targets • Provide leadership with a complete view of paid performance and develop contingency plans • Own ad copy, creative, bidding strategy, and budget allocation across paid search and display • Drive both horizontal volume growth and vertical growth for larger deals • Identify and evaluate investments in new channels, including paid social, affiliate, direct mail, and OOH • Partner with leadership to align on channel bets and measurement • Connect paid spend to pipeline and revenue with Sales and RevOps • Coordinate paid acquisition with content, social, SEO, and AEO • Represent Help Scout’s performance marketing perspective in a competitive market • Define Help Scout’s presence in AI-driven discovery, AI overviews, and LLM-based answers • Build the 12–18 month performance marketing roadmap, including future headcount needs • Report to the VP of Marketing and partner across Marketing, Sales, Product, Support, and company leadership

🎯 Requirements

• At least 7+ years in performance or growth marketing, including strategy ownership for a B2B SaaS company • Significant paid/performance marketing experience owning strategy for B2B SaaS companies • Expertise across paid channels and search landscape benchmarks, including PPC, CPM, and ROAS • Ability to work with ambiguity, a modest budget, and a lean marketing team • Strong analytical skills and deep experience with Google Analytics, Google Tag Manager, and attribution platforms • Ability to turn data into clear recommendations for leadership • Experience running rapid experimentation and adapting strategy based on data • Daily use of AI tools, with specific examples of improving delivery speed, quality, or scale • Excellent verbal and written communication skills • Ability to communicate and build relationships across a remote, async organization • Ability to present insights and strategy to senior leaders and cross-functional teams • Must already be authorized to work in the United States; Help Scout does not sponsor visas • Experience with B2B SaaS • Experience owning performance marketing for SMB and/or midmarket segments • Bonus: experience managing an agency and/or direct reports

🏖️ 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