Senior Product Marketing Manager



Marketing & Communications, Product
San Francisco, CA, USA
Posted on Thursday, June 13, 2024

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.

We’re looking for a Senior Product Marketing Manager to amplify Front’s momentum in the customer service space through our next chapter of growth. In this role, you’ll partner with leaders across the business and the broader Marketing team to craft compelling narratives about the unparalleled service our customers are able to deliver with Front and execute flawless launch moments that stand out in the market. From our most cutting-edge AI features to best-in-class collaboration capabilities, you’ll partner closely with the Product team to understand customer needs, deliver value, and drive adoption from launch day and beyond. You’ll become a product expert, storyteller, and a key connector between our internal teams, our customers, and the market to help even more teams deliver exceptional service at scale with Front.

What will you do?

  • Be a strategic partner to our Product team throughout the product development lifecycle by providing customer and market insights and collaborating on solutions

  • Own positioning, messaging, and go-to-market strategy for new feature launches and partner with Product and GTM teams to drive adoption

  • Create content and campaigns that help customers understand and unlock Front’s value including written guides, tutorial videos, webinars, customer stories, and more

  • Leverage customer research, product usage analysis, and market feedback from customer-facing teams to understand product use cases and communicate them externally

  • Enable our GTM teams to convey Front’s value, drive product adoption, and uncover expansion opportunities through internal training materials and customer-facing collateral

  • Collaborate with the broader Marketing team to tell the Front story, strengthen our differentiation in the market, and highlight our customers’ success across our website, blog, social, and other external channels

What skills and experience do you need?

  • 8+ years of overall work experience, with a minimum of 5 years of experience in product marketing, ideally within B2B SaaS

  • A strategic collaborator with Product teams with a passion for the customer — getting into the nitty-gritty details to uncover customer needs, craft compelling narratives, and enable customers to find success

  • A skilled writer and communicator who can make complex concepts accessible and loves helping customers understand and get value from software at scale

  • An organized, structured thinker who manages projects efficiently to successful outcomes while empathetically driving alignment with cross-functional partners

  • A keen attention to detail and quality with high standards for the work you deliver

  • A big plus, but not required: experience with and passion for the customer experience software space

This position is hybrid, expected to be in our SF office on Tuesdays and Thursdays.

SF Hybrid: $152,800 - $190,000

Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. At Front, we take a market-based approach to pay. In addition to cash compensation (base salary, which may include commissions or overtime pay where applicable), Fronteers are eligible to receive equity in the company. This resource will provide additional information on our location zone designations. If you have questions, please speak with a member of our recruiting team for additional information.

What we offer

✨ Competitive salary

🤝 Equity (we are post-series D & backed by some of the best VCs in the US)

🏥 Private health insurance fully covered by Front

💪 Flexible Fridays - learn more here!

🏡 Flexibility to work from home 3 days/week (unless posted as a full-remote role)

🛋 Mental health support with Modern Health

🍼 Family planning support with Maven

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice.