Director of Product Marketing

About this role

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 https://articles.helpscout.com/blog/remote-culture/ 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 discipline of product marketing: positioning, messaging, buyer personas/ICP, sales enablement, and launches, and you can identify which high-value activities matter most for the business right now.

- You've managed people before, and know how to coach someone on craft, give them room to own real work, and help them grow into more senior responsibility.

- You have a point of view on positioning AI-powered products credibly, and ideally have direct experience marketing AI features or products.

- You use AI tools daily to improve your own output and your team's, and you can point to specific examples where AI changed the speed, quality, or scale of what you or your team delivered.

- You're a storyteller at heart. You write strong narratives that make complex products feel simple, human, and memorable, and you know how to communicate and build relationships across a remote, async environment.

COMPANY VALUES

HAPPY TO HELP

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

CRAFT OVER CONVENTION

Our success relies on the quality and craft https://paulstamatiou.com/craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

PROGRESS NOT PERFECTION

Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.

OWN THE OUTCOME

Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather th

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