VP of Marketing

📋 Description

• • 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.
• • 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.
• • If that kind of challenge gives you energy, we’d love to meet you.
• • This role is 100% remote and open to US-based candidates at this time.
• • Help Scout is at a pivotal moment.
• • We've laid the foundation of a strong, customer-loved product with a distinct brand and a mission-driven team.
• • Now we're becoming an AI-driven organization with a new strategic narrative, a redefined ICP, and a go-to-market motion built to match.
• • Our 2026 strategy is focused, ambitious, and rooted in clear outcomes, from pipeline and trials to customer expansion.
• • As VP of Marketing, you'll step into a company that's product-led, but ready to scale its reach and influence by delivering innovation to the customer support upmarket.
• • You'll shape not just how we grow, but how we tell our story, differentiate in a competitive space, and bring our values to life at every stage of the customer journey.
• • This is a rare opportunity to lead full-funnel marketing at a company that believes in craft, autonomy, and building things that matter.
• • You won't be fixing something broken; you'll be building what's next.
• • You'll lead three functions: Brand & Content, Performance Marketing, and Product Marketing each with a direct report owning that function, and you'll be supported by an AEO expert and brand/paid marketing agencies.
• • This is a hands-on leadership role in a remote-first company.
• • You should expect high accountability, meaningful autonomy, and the opportunity to build, test, and refine how marketing drives growth at Help Scout.
• • You'll be accountable to a marketing revenue number and KPIs, owning the engine that drives that number not just the campaigns that feed it.
• • You'll lead three teams across Brand & Content, Performance Marketing, and Product Marketing, setting a unified strategy while giving each function room to execute.
• • You'll drive Help Scout's new strategic narrative and ICP forward, by both driving us upmarket and translating our AI-native positioning into a story the market believes and a targeting strategy that reflects who we're built for now.
• • You'll support the full customer journey, from first touch through expansion.
• • You'll bring an AI lens to everything which includes how the team uses AI to move faster and sharpen how they work, but using it to get products to market faster and market our product more intelligently.
• • You'll use data to guide decisions, challenge assumptions, and adjust strategy when the signal changes.
• • You'll establish clear planning, prioritization, and execution rhythms that provide clarity to your teams so they can operate at their best.
• • You'll be in lockstep with Product, Sales, and RevOps to shape and execute our go-to-market strategy.
• • You'll own our modern marketing systems, automation, and emerging AI tools, and ensure they're used to drive efficiency and scale.
• • You've served as a marketing leader or Head of Growth at a B2B SaaS company in the $30M–$150M ARR range.
• • You've been accountable to outcomes, not just activity, and are comfortable owning metrics that sit close to revenue.
• • You've led marketing organizations through a narrative or repositioning shift.
• • You know what it takes to align a team, a brand, and a go-to-market motion around a new story.
• • You have a genuine point of view on how AI is changing marketing – not just as a set of tools, but as a shift in how teams operate and how products reach customers – and you're excited to put that into practice.
• • You've lived through moments of change that required real judgment, including pricing changes, growth plateaus, or shifts from brand-led growth to more disciplined execution.
• • You hold a high bar, elevate those around you, and communicate clearly and empathetically in a remote setting.
• • You like to ship, measure, adjust. You aren’t afraid of the tension between performance goals and long-term vision.
• • You’ll work with Andrea Kayal, our CRO, Scott Rocher, our Chief Product Officer, Toby Gabriner, our CEO, and great marketers like Hillary, Ty, Abigail, and Rob.