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Aircall · 3 months ago

Director of Product Marketing & Customer Marketing - Bellevue

Seattle Office

Full-time

Hybrid

Director/Executive

$220K/yr - $240K/yr

8+ years exp

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. As the Director of Product Marketing and Customer Marketing, you will lead the strategy that defines, launches, and drives adoption of Aircall’s core and AI portfolios, bridging product, marketing, and customer success to drive pipeline, adoption, expansion, and advocacy globally.

AnalyticsCall CenterCloud Data ServicesCRMEnterprise ApplicationsSaaSSoftwareTelecommunicationsVoIP

Responsibilities

Define a unified platform story that elevates Aircall from telephony to AI-driven customer communications and intelligence

Build customer-centric messaging and value propositions across segments and use cases, quantifying outcomes like time saved, faster resolution, and revenue lift

Translate technical AI features into clear, compelling business value that resonates with non-technical buyers

Collaborate with Product Management to ensure roadmap priorities align with market needs and customer outcomes

Lead end-to-end GTM for all new products, features, and multi-SKU bundles—especially within the AI portfolio

Develop market intelligence on competitors, trends, and customer pain points to inform positioning and packaging

Partner with Product, Finance, and Sales to design pricing and packaging strategies that drive AI attach, ARPU growth, and NRR

Build GTM playbooks and repeatable launch frameworks for global execution and localization

Equip GTM teams with tools to win: pitch decks, demo scripts, ROI calculators, objection handling, and competitive battle cards

Partner with RevOps and Sales Leadership to align messaging, ensure readiness, and track adoption of enablement materials

Drive higher AI attach and conversion rates by aligning PMM insights with sales motions and partner channels

Lead lifecycle and customer expansion programs to increase adoption and usage of AI products

Deploy personalized, multi-channel campaigns across industries, segments, and product tiers to drive retention and expansion

Partner with Customer Success to operationalize multi-SKU playbooks for upsell and cross-sell

Establish consistent lifecycle communications, including onboarding, activation, usage, and renewal campaigns tied to measurable KPIs

Build and manage a world-class advocacy engine, including case studies, testimonials, third-party reviews (G2, Trustpilot), and reference programs

Partner with Regional Marketing to spotlight customer champions in events, virtual events, and media opportunities

Scale Aircall’s Customer Advisory Board to shape our roadmap and foster belonging

Own Voice of the Customer programs (NPS, surveys, interviews) and bring insights to Product and Marketing to inform roadmap and messaging

Develop market and customer intelligence frameworks that measure adoption, retention, and advocacy outcomes

Track key lifecycle KPIs—AI attach, activation, product usage, NRR, and churn—to guide strategy and resource allocation

Leverage quantitative and qualitative insights to optimize campaigns and drive measurable improvements in customer health and expansion

Lead and mentor high-performing teams across Product Marketing and Customer Marketing

Build a culture of partnership across Product, Sales, CS, RevOps, and Brand, ensuring consistent narratives pre- and post-sale

Scale global processes, launch standards, and enablement systems for efficiency and impact

Represent both PMM and Customer Marketing in GTM planning, Product Reviews, and strategic business discussions

Qualification

B2B SaaS MarketingProduct PositioningLifecycle MarketingData AnalyticsAI Product ExperienceCustomer AdvocacyCross-Functional LeadershipSales EnablementMarket IntelligenceCustomer Success CollaborationCampaign OptimizationStorytellingTeam Leadership