Plain is redefining customer support and customer success for the next generation of B2B companies. We’re building the fastest, most powerful platform to help companies move beyond reactive support and build meaningful customer relationships.
Some of the world’s most forward-thinking companies - like Cursor, Vercel, and Granola - trust Plain to unify all customer interactions, enable faster team collaboration, and supercharge their workflows with AI.
We have offices in SF and London. This role is hybrid with 3 days a week in our SF office. Because we work closely with our teammates in Europe, we start early, but you’ll find quiet afternoons for heads-down work.
WHY THIS ROLE IS SPECIAL
B2B customer support is undergoing a seismic shift. AI is transforming the way companies engage with customers, shifting support from a siloed function to a more technical, company-wide effort across Slack, Discord, and in-product experiences. Plain is leading the charge in building this new world, but redefining a category takes credibility and trust, not just features — and that's where you come in.
WHAT YOU’LL DO
We're hiring a Product Marketing Lead to help sales hit their number by ensuring that our positioning is clear and relevant for our target audience of customer experience leaders and engineers.
You will:
- Own positioning and messaging for our platform and suite of products, including how we differentiate and elevate customer value
- Craft proof points for our AI suite: give Ari and Sidekick each a clear market presence and real case studies with specific, provable outcomes
- Build the sales enablement system our AEs actually use: battlecards, competitive intel and the process to keep it current, a value-calculation asset, and a refined pitch deck and one-pagers
- Partner with Product as a two-way channel: own GTM strategy and execution for launches, and bring learnings from sales and the market back into the roadmap
- Conduct competitive and customer research that sharpens our value proposition, especially against other AI-in-support vendors
- Apply consistent messaging across the website, sales collateral, in-product experience, and every launch
THIS IS A GREAT FIT IF YOU…
- Have 5+ years of product marketing experience at a B2B startup focused on SMB and mid-market sales. Bonus points if you've previously sold to developers, other technical buyers, or customer support/CS functions.
- Have expertise crafting compelling messaging for mid-market customers and decision-makers
- Are a whiz at developing sales collateral with competitive positioning and objection handling
- Have exceptional organizational and project management skills — you can juggle multiple projects simultaneously
- Are entrepreneurial, with a high-ownership mindset — you thrive in fast-paced, high-growth environments
- Are an analytical, structured, logical thinker
- Have strong creative flair and design instinct — an intuition for what sits right, sounds and looks good
- Are highly driven and ambitious — you want to win
- Love an experimental approach and are happy to try new things
- Are comfortable working closely with senior leaders (CEO, CPO, Head of) and know how to hold your own point of view with them
THIS WON'T BE THE RIGHT ROLE IF YOU…
- Are uncomfortable with ambiguity. We have some really exciting traction but are still at an early stage and are constantly learning and trying new things as our company grows.
- Find learning about new technologies a key motivation for coming to work. We invest in what makes us productive but will prefer the known option to the experimental and novel. Postgres is great.
- Are looking to manage others. We're firmly looking for someone who, for now, wants to be an individual contributor.
- Expect all the perks of a big company. We’re a seed-stage startup and are competitive in what we offer at our stage, but it’s a different role and opportunity than working at an established tech company.
- Aren't excited about AI transforming customer experience (support & success)
- Aren't interested in working in person — this role is based in SF, and we work together in the office at least 3 days a week. You'll also likely visit customer offices, join in-person onboarding sessions, and build relationships face to face when it counts.