[Remote] Sr. Product & Customer Marketing Manager

Note: The job is a remote job and is open to candidates in USA. Incident IQ is hiring a Senior Product & Customer Marketing Manager to build its product marketing and go-to-market release operations. The role owns messaging and positioning, customer advocacy and proof, AI-supported workflows, and close partnership with Product, Customer Success, and Marketing.

Responsibilities

• Author foundational value propositions, messaging hierarchies, and feature positioning guides that translate complex software capabilities into clear, benefit-driven narratives for sales, CS, and customers
• Partner with Product Enablement (R&D) and CS leadership to co-design and refine our GTM release framework - establishing clear communication tiers, release SLAs and launch readiness gates that balance engineering velocity with customer absorption limits
• Help define the strategy for low-friction release channels (such as live in-app changelogs and public updates) that enable organic feature discovery and eliminate notification noise
• Design, experiment with, and oversee our virtual team member (AI Agent) tasked with automated competitive intelligence sweeps, release readiness checklist audits
• Review, polish and approve AI-generated documentation, changelogs and competitive digests in minutes, ensuring brand tone, value narrative, and strategic positioning remain top-tier
• Continuously experiment with internal prompt workflows, AI agents, and modern GTM tools to scale team throughput by 3x–5x and automate repetitive junior tasks
• Own and expand our customer reference engine (SlapFive) to build an active, organized network of referenceable district leaders, champions, and power users
• Uncover, interview and produce high-impact customer stories, ROI metrics, video testimonials, and renewal evidence collateral across all product lines
• Partner with CS and Account Management to create standardized "Value Delivered" templates, QBR decks, and renewal assets to demonstrate clear platform ROI during customer review meetings
• Synthesize feedback, adoption trends, and friction points from CS interactions, support logs and community discussions to actively inform Product Management roadmap priorities
• Map customer touchpoint channels (in-app banners, emails, webinars, CS calls) to prevent notification fatigue and protect customer trust during high-velocity rollouts
• Serve as the main PMM bridge to our Customer Success team. Understanding their high-touch workflows and aligning on release schedules, messaging, and enablement
• Partner with CS to power their existing engagement programs (Lunch & Learns, customer webinars, Level-Up sessions, and Community updates) by delivering polished presentation decks, messaging templates, and demo scripts

Skills

• 5–8+ years in B2B SaaS Product Marketing, GTM Operations, or Customer Marketing, ideally in multi-product platforms
• A passion for building systems from scratch, solving ambiguous operational problems, and establishing repeatable frameworks out of complexity
• Strong background in product messaging, competitive positioning, value proposition development, and multi-channel storytelling
• Exceptional interviewing and copywriting skills with a proven track record of translating complex customer outcomes into human, value-driven case studies and reference programs
• Proven ability to partner deeply with high-performing, customer-centric CS teams - respecting their customer relationships while helping them scale through better content and process
• High comfort experimenting with AI tools, LLM prompts, and automation workflows to streamline operational tasks

Benefits

• Whole-person growth, with opportunities to develop personally as well as professionally
• Energetic and collaborative environment where everyone’s opinion matters
• Excellent work/life balance
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401k match
• Paid-time off (PTO)

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