Sr. Product & Customer Marketing Manager

Incident IQ•Atlanta, GA

About The Position

Incident IQ is seeking a Senior Product Marketing Manager to build and operate product go-to-market systems, develop product messaging, manage customer change, and turn customer outcomes into evidence that supports growth. The role sits at the intersection of Product Enablement, Customer Success, and Marketing, with responsibility for scalable release frameworks, customer advocacy, and an autonomous Digital PMM Agent. The position owns value-positioning frameworks, messaging hierarchies, and benefit-driven narratives; partners with Product Enablement and Customer Success leadership to refine the release framework; and helps establish low-friction release channels. It also designs and supervises an AI agent for competitive intelligence and release-readiness work, while reviewing AI-generated materials for quality and strategic alignment. The role leads customer advocacy and evidence programs, including customer references, case studies, ROI metrics, testimonials, and renewal collateral. It also synthesizes customer feedback to inform product priorities, maps customer communications to avoid notification fatigue, and serves as the primary product marketing partner to Customer Success by supporting customer programs with polished content and enablement materials. Incident IQ describes its culture as energetic and collaborative, with opportunities for personal and professional growth, work/life balance, and offices in downtown Atlanta and Alpharetta. The company offers full-time employees a benefits package that includes medical, dental, vision, life insurance, a 401(k) match, and paid time off.

Requirements

5–8+ years of experience in B2B SaaS product marketing, go-to-market operations, or customer marketing; experience with multi-product platforms is ideal.
Strong product marketing fundamentals, including product messaging, competitive positioning, value proposition development, and multichannel storytelling.
Exceptional interviewing and copywriting skills, with a proven record of turning complex customer outcomes into human, value-driven case studies and reference programs.
Proven ability to collaborate closely with customer-centric Customer Success teams and help them scale through better content and processes.
High comfort experimenting with AI tools, LLM prompts, and automation workflows to streamline operational tasks.
A builder and tinkerer mindset, with a passion for creating systems, solving ambiguous operational problems, and establishing repeatable frameworks.

Responsibilities

Author value propositions, messaging hierarchies, and feature-positioning guides that translate software capabilities into benefit-driven narratives.
Partner with Product Enablement and Customer Success leadership to design and refine the go-to-market release framework, including communication tiers, release SLAs, and launch-readiness gates.
Help define low-friction release channels, such as in-app changelogs and public updates, to support feature discovery and reduce notification noise.
Design, experiment with, and oversee an autonomous Digital PMM Agent for competitive intelligence and release-readiness checklist audits.
Review, polish, and approve AI-generated documentation, changelogs, and competitive digests for brand tone, value narrative, and strategic positioning.
Experiment with internal prompt workflows, AI agents, and modern go-to-market tools to scale team throughput and automate repetitive tasks.
Own and expand the SlapFive customer reference engine and network of referenceable district leaders, champions, and power users.
Identify, interview, and produce customer stories, ROI metrics, video testimonials, and renewal evidence collateral across product lines.
Partner with Customer Success and Account Management to create Value Delivered templates, QBR decks, and renewal assets demonstrating platform ROI.
Synthesize customer feedback, adoption trends, and friction points from Customer Success interactions, support logs, and community discussions to inform Product Management roadmap priorities.
Map customer touchpoint channels to help prevent notification fatigue and protect customer trust during rollouts.
Serve as the primary product marketing partner to Customer Success, aligning on release schedules, messaging, and enablement.
Support Customer Success engagement programs, including Lunch & Learns, customer webinars, Level-Up sessions, and community updates, with presentation decks, messaging templates, and demo scripts.