Product Marketing Lead

About the role

This role owns the strategic positioning and market narrative for Plain's next-generation customer support platform, defining how the company is perceived in a rapidly evolving AI-first landscape. You will architect and own the core messaging framework that differentiates Plain from incumbent support tools and shapes executive-level conversations with customer experience leaders. You will act as the critical bridge between product, sales, and customers, translating complex platform capabilities into clear, credible proof points that accelerate enterprise sales cycles. You will lead the development of all external-facing narratives, ensuring consistent positioning across every touchpoint from website copy to live customer interactions. You will spearhead the go-to-market strategy for new AI features, giving dedicated product lines like Ari and Sidekick a distinct and compelling market presence. You will establish the battle-tested sales enablement system that equips revenue teams with the assets, frameworks, and competitive intelligence needed to win at scale. You will drive rigorous competitive and customer research initiatives to validate messaging and uncover new opportunities to sharpen Plain's value proposition. Ultimately, you will be the steward of the brand's credibility, ensuring that every launch, pitch, and customer conversation reinforces trust and long-term value in the B2B support market.

Key facts

What you'll do

• Own the end-to-end positioning and messaging architecture for Plain's platform, articulating a clear and differentiated value proposition for customer experience leaders and engineering teams.
• Create data-backed proof points and structured case studies for the AI suite, defining specific, measurable outcomes for products like Ari and Sidekick that sales teams can confidently reference.
• Design and manage a comprehensive sales enablement system, including battlecards, competitive battleplaybooks, objection handling trees, and dynamic value-calculation tools for every stage of the sales cycle.
• Partner closely with the Product team to serve as the central feedback channel, owning GTM strategy for major launches and ensuring market insights directly inform the product roadmap.
• Conduct deep competitive and customer research to map buying criteria and decision triggers, refining messaging and positioning against other AI-driven support and workflow platforms.
• Ensure message integrity and coherence across the public website, sales collateral, in-product guidance, documentation, and every external-facing customer interaction.
• Collaborate with design and product teams to build intuitive, conversion-focused experiences, bringing a strong creative and design instinct to narrative and visual storytelling.
• Lead go-to-market preparation for high-stakes enterprise deals, aligning sales, marketing, and executive stakeholders to execute cohesive, high-impact launch plans.
• Track and analyze engagement and conversion metrics across all GTM initiatives, iterating quickly on messaging and assets based on real-world performance data.
• Represent Plain in key strategic discussions with current and prospective customers, communicating complex platform capabilities with clarity and executive-level credibility.

Requirements

• Hold a Bachelor's degree or equivalent practical experience, demonstrating foundational knowledge in marketing, business, or a related discipline.
• Bring 5 or more years of progressive product marketing experience within B2B environments, with a track record of owning positioning and messaging for complex platforms.
• Possess a proven history of selling to developers, technical buyers, and customer support or customer success functions, understanding the nuances of these high-expectation audiences.
• Demonstrate mastery in developing sophisticated messaging frameworks that resonate with mid-market customers and executive-level decision-makers.
• Show expertise in building sales collateral that includes competitive positioning, detailed objection handling, and structured battlecards that directly support revenue generation.
• Exhibit exceptional organizational and project management capabilities, managing multiple high-priority initiatives simultaneously in a fast-paced, evolving environment.
• Operate with a strong entrepreneurial mindset, taking high ownership of outcomes and thriving in ambiguity while driving results without rigid oversight.
• Apply analytical and structured thinking to deconstruct complex problems, validate assumptions, and build logical, evidence-based narratives.
• Leverage strong creative flair and design intuition to craft messaging and materials that are both compelling and visually coherent.
• Maintain a highly driven and ambitious mindset, consistently pursuing excellence and actively seeking opportunities to exceed targets and exceed expectations.

Nice to have

• Preferred experience working in fast-paced, high-growth startups where agility and rapid experimentation are core to the go-to-market strategy.
• Prior exposure to AI or emerging technology categories, with an understanding of how these tools integrate into existing workflows.
• Experience collaborating closely with engineering and product teams in a SaaS context, enabling effective translation of technical features into business outcomes.
• Background in customer support or customer success technology stacks, providing contextual insight into user pain points and workflow realities.
• Familiarity with sales methodologies such as MEDDICC or Challenger Sale, and the ability to adapt frameworks to complex B2B sales cycles.
• Track record of working with distributed or international teams, navigating time zone differences and aligning on strategic priorities.

Practical notes

This role is hybrid, requiring 3 days of in-person work in the San Francisco office. The position operates on a standard full-time schedule, aligned with business hours. Because Plain works closely with colleagues in Europe, the role follows an early-start schedule, though afternoons are reserved for focused, individual work. Candidates should be prepared for occasional travel to customer offices, participation in in-person onboarding sessions, and face-to-face relationship building at key moments in the sales cycle.