VP of Marketing

Job description

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 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 oppo…