Sr. Product & Customer Marketing Manager

Title: Sr. Product & Customer Marketing Manager Location: Incident IQ HQ (Atlanta) OR Remote

Role Overview

As the Senior PMM you will be the operational builder, messaging strategies and customer champion within the Product Marketing team. In an environment where engineering output is accelerating rapidly, your mission is to help design and revolutionize how we bring products to market—building a modern, frictionless release engine, managing customer change, and amplifying customer proof into our growth engine.

While building our GTM release machine, you will remain grounded in core product marketing fundamentals. You will own value-positioning frameworks, messaging hierarchies and benefit-driven narratives. You will sit at the critical intersection of Product Enablement, Customer Success (CS), and Marketing: establishing scalable release frameworks, building and supervising our autonomous Digital PMM Agent, turning customer success into compelling brand evidence (case studies, references, advocacy), and serving as a key partner to our customer-facing CS team.

Key Responsibilities

Foundational Messaging, Positioning & GTM Architecture

• Value Positioning & Messaging Frameworks: 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.
• Co-Design the GTM Release Engine: 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.
• In-App & Public Release Strategy: 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.

Digital PMM Agent — Build, Experiment & Supervise

• Build & Supervise the Autonomous Digital PMM: Design, experiment with, and oversee our virtual team member (AI Agent) tasked with automated competitive intelligence sweeps, release readiness checklist audits
• Human-in-the-Loop Quality Control: Review, polish and approve AI-generated documentation, changelogs and competitive digests in minutes, ensuring brand tone, value narrative, and strategic positioning remain top-tier.
• AI Workflow Tinkering & Scaling: Continuously experiment with internal prompt workflows, AI agents, and modern GTM tools to scale team throughput by 3x–5x and automate repetitive junior tasks.

3. Customer Advocacy & Evidence Engine

• Advocacy Program Ownership (SlapFive): Own and expand our customer reference engine (SlapFive) to build an active, organized network of referenceable district leaders, champions, and power users.
• Customer Success Stories & Case Studies: Uncover, interview and produce high-impact customer stories, ROI metrics, video testimonials, and renewal evidence collateral across all product lines.
• District Review & Renewal Collateral: 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.

4. Internal Voice of Customer & Touchpoint Journey Mapping

• Internal Customer Champion: Synthesize feedback, adoption trends, and friction points from CS interactions, support logs and community discussions to actively inform Product Management roadmap priorities.
• Customer Journey Mapping: Map customer touchpoint channels (in-app banners, emails, webinars, CS calls) to prevent notification fatigue and protect customer trust during high-velocity rollouts.

5. Strategic CS Partnership & Customer Change Management

• Primary CS Alignment Partner: Serve as the main PMM bridge to our Customer Success team. Understanding their high-touch workflows and aligning on release schedules, messaging, and enablement.
• Support CS Program Content Engine: 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.

Required Experience & Critical Skills

• Experience: 5–8+ years in B2B SaaS Product Marketing, GTM Operations, or Customer Marketing, ideally in multi-product platforms.
• Builder & Tinkerer Mindset: A passion for building systems from scratch, solving ambiguous operational problems, and establishing repeatable frameworks out of complexity.
• Core PMM Fundamentals: Strong background in product messaging, competitive positioning, value proposition development, and multi-channel storytelling.
• Advocacy & Content Mastery: Exceptional interviewing and copywriting skills with a proven track record of translating complex customer outcomes into human, value-driven case studies and reference programs.
• CS Collaboration & Empathy: 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.
• AI & Modern Tool Literacy: High comfort experimenting with AI tools, LLM prompts, and automation workflows to streamline operational tasks.