Key Responsibilities:
- Product Positioning and Narrative
- 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.
- Go-to-Market and Launch Strategy
- 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.
- Sales Enablement and Field Readiness
- 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.
- Customer Marketing and Lifecycle Growth
- 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.
- Advocacy, Community, and Voice of the Customer
- 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.
- Insights, Data, and Analytics
- 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.
- Team Leadership and Cross-Functional Collaboration
- 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.
Qualifications:
- 8+ years in B2B SaaS Product or Customer Marketing, with 3+ years leading teams.
- Proven success in repositioning or scaling a product portfolio, ideally with AI or automation capabilities.
- Strong storytelling, messaging, and enablement experience for both acquisition and expansion.
- Deep lifecycle and retention marketing experience, with measurable impact on adoption and NRR.
- Data-driven mindset, fluent in funnel, usage, and lifecycle analytics.
- Skilled cross-functional leader, comfortable influencing Product, Sales, CS, Finance, and RevOps.
- Bonus: Experience in CX, contact center, or AI-powered communications platforms.
- Familiarity with tools like HubSpot, Gainsight, a plus.
