About this role.
Help Scout is seeking a Director of Product Marketing to lead positioning, messaging, go-to-market strategy, competitive intelligence, and major product launches for its B2B customer-support platform. The role reports to the VP of Marketing, manages the Lead Product Marketing Manager, and will help scale the product marketing function. A central focus is credibly communicating Help Scout’s AI-driven product vision and translating rapid product innovation into differentiated market value. The position requires a strategic B2B SaaS product marketer with strong storytelling, sales enablement, cross-functional leadership, and remote asynchronous collaboration skills.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would combine customer research, win/loss insight, market trends, product capabilities, and competitive analysis to identify the highest-value audience problems. I would then build a concise positioning framework that connects Help Scout’s AI capabilities to measurable customer outcomes, validates it with customers and go-to-market teams, and operationalizes it across launches, sales materials, and external communications.
I would describe the business objective, target audience, core narrative, and launch plan, including how I aligned Product, Sales, Support, and Marketing. I would also explain the metrics used to evaluate adoption, pipeline impact, engagement, or retention, along with what I learned and improved after launch.
I synthesize competitor activity into a clear view of market direction, strategic risks, and areas where we can lead. I translate that perspective into choices for positioning, roadmap input, sales enablement, and campaign priorities, then regularly update stakeholders as the market changes.
I would set clear outcomes, decision boundaries, and quality standards, then give the manager ownership of meaningful initiatives with regular strategic reviews. My coaching would focus on sharpening customer insight, narrative quality, prioritization, and stakeholder management while creating a development plan tied to increasing scope and leadership responsibility.
It requires well-structured written strategy documents, explicit decisions, clear ownership, and proactive context-sharing. I use concise briefs, documented launch plans, predictable review points, and outcome-based updates so cross-functional partners can contribute effectively without relying on constant meetings.
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 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 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.
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. 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 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.
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