Director of Product Marketing

Who we are Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you. Director, Product Marketing We're looking for a Director of Product Marketing to own how Help Scout tells its story in a crowded, fast-growing market – shaping the positioning, narrative, and go-to-market strategy that define how customers, prospects, and the industry understand our platform. It's an exciting time to be here. With a new vision and an AI-driven vision, we’ll be shipping more products faster to ensure we can quickly meet the changing needs of the market. You'll set the strategy for how we position that pace of innovation, build the frameworks that help the whole company talk about it credibly, and make sure our AI-driven product investments land as real value in the market not just feature noise. You'll report to the VP of Marketing, leading our product marketing function, and will manage our Lead Product Marketing Manager. Please note: This role is only open to US-based applicants. About the role • Own product marketing strategy. Set and execute the quarterly and long-term strategy for how Help Scout positions its product and platform, informed by market trends, competitive analytics, and where the company is headed. • Build and scale the product marketing function. Manage and partner with our Lead Product Marketing Manager, setting priorities, coaching on craft, and creating room for them to grow into owning larger initiatives. You'll help build the team's roadmap for headcount and capability over the next 12-18 months. • Enable the whole company. Ensure sales, support, and teammates across Help Scout have what they need to understand and clearly articulate the value of what we ship. You'll build the frameworks and enable the company to talk about our products in a way that ultimately leads to new revenue and expansion. • Shape competitive intelligence at a strategic level. Go beyond synthesizing competitive research by turning it into a point of view on where the market is heading and how Help Scout should move to win, and make sure that point of view shapes product-led growth, direct and indirect sales, and expansion. • Own major product launches and seasonal release events end-to-end. Set the strategy and narrative arc for product release events and other major launches, coordinating across Sales, Product, Support, and Marketing to land them with impact. • Represent Help Scout's product story externally. Use guest posts, podcasts, social, and other channels to build the company's external visibility and reputation as a category leader, both for the platform and for how we're building it. About you • You have significant experience in product marketing for a B2B SaaS product or AI platform, with a track record of owning strategy, not just executing campaigns. • You're an expert in every core d