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Senior Product Marketing Manager

Help Scout

Help Scout

Marketing & Communications, Product
Remote
Posted on Friday, March 8, 2024

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.

Your Impact

The Help Scout platform helps more than 12,000 small and midsize businesses in 140+ countries deliver world-class customer service. We’re expanding our product marketing team to help us earn the next 10,000 customers through close collaboration with our product, sales, support, leadership, and (of course) marketing teams.

What You'll Do

  • Write high-quality, brand aligned content. Translating product value into creative copy is second nature. As an experienced copywriter, you can follow our brand brief to match our tone and style across assets and channels.

  • Create product messaging and positioning. Create messaging frameworks that differentiate Help Scout from competitors, communicate the value of our products, and address top concerns of specific buyers. You’ll use market, customer, and competitive research to create effective messaging frameworks, that you will transform into content, collateral, and sales tools to drive adoption and growth.

  • Be an internal competitor and product expert. You’ll gather competitive intelligence and work closely with the Product team to stay on top of what our products are, how they benefit our customers, and how they stack up against other options in the market. You’ll educate our internal customer-facing teams to ensure they’re informed.

  • Plan and execute product launches. You’ll lead product launches, and be the point person responsible for knowing what we’re releasing; who it will benefit; how impactful it will be; and how to best get the word out. That includes creating audience segmentation plans; developing messaging around the value of the new feature; writing copy and content; pulling together the launch plan; coordinating marketing activities; identifying opportunities for iteration and experimentation; and measuring the impact of your campaigns.

  • Drive growth through marketing and sales. You’ll tell our story across all marketing channels, organize campaigns to target specific buyers, and prepare the sales team with training and resources to reflect our value in their conversations with customers. You’ll produce internal and external product materials including case studies, videos, blog posts, sales collateral, internal training sessions, and more.

About You

  • You are an outstanding copywriter, with a knack for summing up a customer benefit in 10 words or less. You can connect what something does with why the reader should care in a snappy, smart way that matches our brand voice.

  • You have a track record of results: leading launches that drive revenue and adoption, increasing sales win rate, supporting campaigns that bring in and convert leads faster. You drive impact and can show the results you are achieving down the funnel.

  • You think strategically about where the buyer is at, and how move them to the next step. You create and optimize the performance of content like landing pages, blog posts, emails, webinars, and more.

  • You are a self-starter with a can-do attitude. You have a track record of getting things done—managing multiple projects and timelines simultaneously.

  • You are collaborative, and have the capability to bring different teams together to achieve a common goal.

  • You have a high bar of excellence and leave no stone unturned when it comes to the details. You are the person others come to to have their work checked.

Who You'll Work With

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

For this role, our salary range is $128,000 - $138,000.

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 Product Management, Product Design, and Engineering Manager 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, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

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.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build 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, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.