VP of Marketing

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 https://articles.helpscout.com/blog/remote-culture/ 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. This role is 100% remote and open to US-based candidates at this time. YOUR IMPACT 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. ABOUT THE ROLE - 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 see marketing as a connected journey, from brand building to customer expansion, and have driven results across that spectrum. - 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. ABOUT…