Product Marketing Manager

WHO WE ARE

Help Scout builds software for relationship businesses — companies that earn loyalty through outstanding customer service. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to support 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.

PRODUCT MARKETING MANAGER

We're looking for a Product Marketing Manager to help Help Scout stand out in a crowded, fast-growing market — by telling compelling stories, building memorable product moments, and sharpening our competitive edge.

It's an exciting time to be here: we're thinking bigger and shipping faster than ever. Your goal is to help customers and prospects truly understand the value and vision of Help Scout's platform, and build awareness of the new features and functionality we're adding along the way. You'll report to our Lead Product Marketing Manager, learning the craft alongside a seasoned team while owning real, visible work from day one.

As part of the Marketing team, you'll partner closely with sales, content, brand, product managers, product ops, and design to shape how our products are understood and experienced by the market — and by everyone inside Help Scout.

HOW WE WORK

• We leverage AI when it's helpful to improve our productivity — and rely on your taste, expertise, and judgment for the moments that matter most.

• We're remote-first, which means strong writing is how the work gets done and how collaboration happens.

• We're intentionally smaller than our competitors, so we stay scrappy, focus on craft, and keep the customer at the center of everything.

• We also use Slack, and tools across the marketing stack for content, launches, and enablement.

ABOUT THE ROLE

• Enable the whole company. You'll help equip sales, support, and teammates across Help Scout to understand and clearly articulate the value of what we ship. When our enablement motion is strong, everyone — and every customer — better understands why our products matter and how to use them.

• Put customers at the center of our storytelling. You'll support a long-term program that spotlights how real businesses scale delight with Help Scout, turning those stories into rich media content that lives across sales decks, blog, social, email, and in-app.

• Help take products to market. Working with Sales, Marketing, Product Managers, and Support, you'll contribute to launches that land with clear positioning and messaging, grounded in real product, user, and market understanding.

• Co-lead seasonal product release events. You'll support our Lead PMM on the strategy and execution of our biannual product release events, helping build narratives that excite existing customers and attract new ones.

• Contribute to competitive intelligence. You'll help gather and synthesize market and competitive research to inform positioning, support sales, and position Help Scout to win.

• Produce compelling product content across touchpoints — email newsletters, social channels, in-app messages, and internal enablement materials.

ABOUT YOU

• You have a few years of experience in marketing, sales, or product, and you're eager to deepen and sharpen your skills alongside a seasoned team.

• You understand the landscape of B2B SaaS and product-led growth. Bonus if you've used a help desk in another role.

• You're a storyteller at heart. You write strong narratives that make complex products feel simple, human, and memorable, and you communicate clearly in a remote, async environment.

• You're highly collaborative, comfortable working across product, marketing, sales, support, design, and leadership to pull off cross-functional projects.

• You're a self-starter with strong project management skills, able to keep several initiatives moving at once without losing sight of the details.

• You hold a high bar for excellence. Whether it's a narrative framework, sales enablement materials, a customer video, or a launch plan, you want the work to reflect the craft and quality Help Scout is known for.

• Bonus: you've helped drive measurable impact before — a launch that moved adoption, an event that built awareness, or a campaign that shifted perception.

THE TEAM

You'll work most closely with our Lead Product Marketing Manager, Thialé Diop, our Director of Marketing, Hillary Noble, and your teammates across marketing — but this role is truly cross-functional. You'll partner regularly with our Director of Sales, Dillon McDermott, Senior Product Manager, K’Shelle Waller, and Director of Account Management, Sewar Nasser, along with teammates across engineering, product, sales, and support.

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 than passing them along.

Read more about how we define, share, and live these values here https://articles.helpscout.com/blog/aligning-culture-with-values/.

BENEFITS AND PERKS

• 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

• If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

HIRING GUIDELINES:

All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion https://www.helpscout.com/dei/. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

A NOTE ON THE USE OF AI IN OUR INTERVIEW PROCESS

While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.

On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com http://helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.