Lead Product Marketing Manager

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

Company values

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

Read more about how we define, share, and live these values here.

About the role

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

As a member of the Product team, you’ll partner closely with product managers, product ops, design, and marketing to shape how our products are understood and experienced by the market.

The goal: make sure customers not only see the value of Help Scout, but feel it.

What you'll do

• Put customers at the center of our storytelling. Design and run a long-term program to spotlight customer stories, capturing how Help Scout helps real businesses scale delight. Turn those stories into rich media content that can live across our channels — from sales decks and blogs to social, email, and in-app experiences.
• Take products to market. Collaborate with Product Managers, Marketing, and GTM teams to ensure products launch with clear positioning & messaging, grounded in deep product, user, and market understanding. When this is done right, everyone at Help Scout and our customers can understand the value of what we’re shipping and why they should use it.
• Lead seasonal product release events. Own the strategy and execution of three product release events per year (Winter, Spring, Fall). Build narratives that showcase how Help Scout uniquely solves customer problems, excite existing customers, and attract new ones.
• Build a competitive intelligence program. Conduct and synthesize market and competitive research to inform positioning, support sales, and position Help Scout to win.
• Help steer the growth of our Product Marketing function. As PMM evolves at Help Scout, you’ll be a leader in shaping the role and team into our next phase of growth.

About you

• You have 6+ years of experience in Product Marketing, Product Management, Management Consulting, or Product Strategy
• Experience in B2B SaaS and product-led growth. Bonus if you’ve used a help desk in another role.
• You’re a storyteller at heart, able to craft narratives that make complex products feel simple, human, and memorable. You’re an excellent written communicator.
• You have proven experience driving impact — whether through launches that moved revenue and adoption, events that built awareness, or campaigns that shifted perception in measurable ways.
• You’re strategic and curious, always thinking about the customer’s context, the competitive landscape, and how to move buyers from interest to action.
• You’re highly collaborative, comfortable working across product, marketing, design, and leadership to pull off ambitious projects.
• You’re a self-starter with strong project management skills, able to manage multiple initiatives without losing sight of the details.
• You hold a high bar for excellence. Whether it’s a narrative framework, a customer video, or a launch event plan, you ensure the work reflects the craft and quality we want Help Scout to be known for.

The Team

You’ll be reporting to our VP of Product, Scott Rocher. You'll work closely with everyone in the Experience Org, including Product Managers, Product Ops, Product Design, and Engineering teams. Cross-team, you’ll interact regularly with our Director of Sales, Dillon McDermott and Director of Account Management, Sewar Nasser. You’ll also work alongside support team members, marketing & brand teams, account managers, and sales.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines:

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location.

For our Sales roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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 in 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.