Director, Performance Marketing - Help Scout

Who we are

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. We’ve been a fully remote team since day one, with 120+ teammates all over the world. We are currently reimagining how we operate in an AI-native world, shipping and learning faster without compromising on craft.

Please note: For this role, we are only able to hire in the United States.

About the role

As our market grows more crowded, Help Scout is investing in paid and performance marketing to accelerate signups and expand brand awareness. We need a strategic owner to take our performance marketing motion from early-stage to a durable growth engine.

Key Responsibilities

• Strategy Ownership: Define quarterly and long-term strategy for paid, lifecycle, and conversion efforts.
• Market Expansion: Iterate on ad copy, creative, and bidding strategies to drive both horizontal volume and vertical growth.
• Channel Development: Build business cases for new channels (social, affiliate, direct mail, OOH) and align leadership on investment.
• Pipeline Alignment: Partner with Sales and RevOps to connect paid spend to revenue outcomes.
• Organic Synergy: Collaborate with content, SEO, and AEO teams to ensure paid and organic efforts reinforce each other.
• AI Integration: Define how Help Scout appears in AI-driven discovery and LLM-based search results.
• Team Scaling: Build the roadmap for the performance marketing function, including future headcount planning.

About you

• 7+ years in performance or growth marketing, specifically within B2B SaaS.
• Expert knowledge of paid channels (PPC, CPM, ROAS) and attribution platforms (Google Analytics, GTM).
• Scrappy, results-driven mindset with experience managing modest budgets and lean teams.
• Proven ability to run rapid experimentation and adapt strategies based on data.
• Daily user of AI tools to improve output speed and quality.
• Excellent communication skills, capable of presenting strategy to senior leadership in an async, remote environment.
• Bonus: Experience managing agencies or direct reports.

Benefits

• Competitive salary with transparent formula.
• Flexible time off.
• 12 weeks of fully paid parental leave.
• Home office and co-working stipends.
• $1,800 annual professional development stipend.
• Top-tier health insurance for U.S. employees and dependents.