Sr. Product & Customer Marketing Manager

Incident IQ•Atlanta, GA

About The Position

Incident IQ is seeking a Senior Product and Customer Marketing Manager to build and improve how products are brought to market. This role will develop a modern release engine, support customer change management, and turn customer outcomes into evidence that supports growth. It also owns core product marketing work, including value-positioning frameworks, messaging hierarchies, and benefit-driven narratives. The position works across Product Enablement, Customer Success, and Marketing. It will establish scalable release processes, build and supervise an autonomous Digital PMM Agent, develop customer advocacy and case-study programs, and serve as a key partner to customer-facing Customer Success teams. The role also synthesizes customer feedback to inform product priorities and helps coordinate customer communications during product rollouts.

Requirements

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

Nice To Haves

Experience working with multi-product platforms.

Responsibilities

Author value propositions, messaging hierarchies, and feature-positioning guides that explain software capabilities through clear, benefit-driven narratives for sales, Customer Success, and customers.
Partner with Product Enablement (R&D) 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-channel strategies, such as live 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 sweeps and release-readiness checklist audits.
Review, refine, and approve AI-generated documentation, changelogs, and competitive digests to maintain brand tone, value narrative, and strategic positioning.
Experiment with AI tools, prompt workflows, agents, and GTM tools to increase team throughput and automate repetitive tasks.
Own and expand the SlapFive customer reference program and network of 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 that demonstrate platform ROI.
Synthesize 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, including in-app banners, emails, webinars, and Customer Success calls, to reduce notification fatigue and protect customer trust.
Serve as the primary Product Marketing partner to Customer Success, aligning on customer workflows, 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.