Lead Product Marketing Manager

Who we are

This team is on a mission to help businesses delight more customers. The journey started in 2011, and today more than 12,000 companies use this platform to provide outstanding customer support. The organization has been fully remote from the beginning, with a team of 140+ people all over the world.

There is a shared love for crafting beautiful products and growing a business together, but the organization is also striving for something bigger. 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 the organization has been a Certified B Corporation since 2019 and has pledged 1% of its equity back to the community.

Success at the organization hinges on hiring talented, high-accountability people who want to be part of creating a culture where everyone feels challenged and supported to do their best work. The hope is that this excites you to join the team.

Company values

Happy to Help

Help is in the organization’s first name! The team shows up for each other — not out of obligation, but because everyone is invested in collective success. Knowledge is shared freely, generosity leads the way, and empathy is practiced with teammates, customers, and the community.

Craft over Convention

Success relies on the quality and craft of the work put into the world. The status quo simply won’t work. So there is insistence on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Progress not Perfection

Achieving true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, the organization aims 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 these values are defined, shared, and lived here.

About the Opportunity:

The organization is looking for a Lead Product Marketing Manager to help stand out in a crowded, fast-growing market by telling compelling stories, building memorable product moments, and sharpening the competitive edge.

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

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

What you'll do:

• Put customers at the center of the storytelling. Design and run a long-term program to spotlight customer stories, capturing how the organization helps real businesses scale delight. Turn those stories into rich media content that can live across 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 and messaging, grounded in deep product, user, and market understanding. When this is done right, everyone at the organization and the customers can understand the value of what’s being shipped 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 the organization 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 the organization to win.

• Help steer the growth of the Product Marketing function. As PMM evolves at the organization, you’ll be a leader in shaping the role and team into the 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 the organization wants to be known for.

The Team

This role reports to the Chief Revenue Officer, Andrea Kayal. This role is truly cross-functional. Interaction is regular with the Director of Sales, Dillon McDermott and Director of Account Management, Sewar Nasser. There is also close collaboration with everyone in the Experience Org, including Product Managers, Product Ops, Product Design, and Engineering teams. You’ll also work alongside support team members, marketing and brand teams, account managers, and sales.

At this time, this role is only open to candidates in the United States.

Salary range for this role: $162K-$178K

Perks & Benefits

The organization offers a variety of perks and benefits to support you and your family. Offerings include healthcare coverage, wellness resources, and so much more. Visit the careers page to learn more.